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Tenancy complaints

Feedback from direct tenants of Oldham Council

The majority of social housing in Oldham is managed by other organisations, including First Choice Homes Oldham, The Guinness Partnership, Great Places, Housing 21 and Jigsaw Homes. Residents living in these properties will need to contact the relevant organisaiton to provide feedback or request repairs.

Although the majority of social housing is not managed by the Council directly, there are a small number of properties in the borough that are owned and managed by Oldham Council. This webpage explains how you can provide feedback if you are a direct tenant of the Council

Complaints

We want to be a good landlord and we use feedback from our tenants to:

  • Improve the services we provide
  • Say sorry and do our best to put things right when they have gone wrong
  • Understand when things have gone well
  • Understand what is important to residents

Most issues can be resolved quickly and informally by contacting the Housing Contract Manager. The Housing Contract Manager can be contacted using the details below:

Post

Housing Contracts Manager
Place and Economic Growth
Oldham Council
Room 310
Civic Centre
West Street
Oldham
OL1 1UT

If the Housing Contract Manager is unable to resolve the issue for you, you may want to make a complaint. If you do want to make a complaint, we ask that you let the Council’s complaints team know as soon as possible. This is because we will usually only consider complaints that have been made within 6 months of the issue coming to your attention. Exceptions to this timeframe can sometimes be made but if the issue you want to complain about happened more than 6 months ago, you will need to let us know why you have not made contact with the Complaints Team sooner.

We ask that where possible, contact to the Complaints Team is made using the online feedback form:

If you make a complaint, we will acknowledge it within five working days. We will then aim to resolve it within 10 working days. Although we hope that our initial response to your complaint will resolve the issue for you, we do appreciate that there can sometimes be a difference of opinion. Therefore, if you are not happy with our initial response, you can ask us to escalate it to Stage 2. We will aim to send your Stage 2 response within 20 days of receiving your request to escalate your complaint.

If you remain unhappy with how the Council has responded to your complaint, you can contact the Housing Ombudsman after receiving your Stage 2 response. The Housing Ombudsman is an independent and impartial service that can provide advice to you throughout your complaint. Contact details for the Housing Ombudsman can be found below:

  • Phone: 0300 111 3000, 9.15am-5.15pm: Monday to Friday

Post:
Housing Ombudsman Service
PO Box 152
Liverpool L33 7WQ

Please note that if you cannot access online services, the Complaints Team offers a call back service which is available on 0161 770 8122. The team aims to return calls within 2 working days. So that we can make sure all contacts are dealt with as effectively and quickly as possible, we do ask that this telephone line is only used by those who are unable to use online services.

A copy of the Housing Complaints Policy for direct tenants of the Council can be found here:

Compliments

We also welcome positive feedback and will always ensure it is passed to the member of staff who dealt with you. We will also use the feedback you provide to see if there is an opportunity to role out good practice across other services.

The quickest way for you to contact the Complaints Team is via the online feedback form:

Unreasonable contact

We do what we can to make sure any problems are put right at the earliest opportunity and we ask that you are patient with staff whilst they look into any issues you have raised. We do recognise that it can be frustrating when something has gone wrong but we do not expect staff to tolerate behaviour that is abusive, offensive, or threatening and we will take action to protect staff from such situations.

We will not normally limit the contact that residents have with staff but where it is felt someone’s behaviour has become unreasonable, we will take action in line with our Unreasonable Behaviour Policy. A copy of this policy can be accessed via the following link:

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