How to complain

You can make a complaint by filling in our online form. If you’d prefer, you can also contact us:

• Online – by filling in a complaint form
• Email – tellus@fcho.co.uk
• By phone – 0161 393 7117 – our lines are open from 9am to 5pm, 5 days a week
• By post – FCHO Tellus, First Place, 22 Union Street, Oldham OL1 1BE
• In person – First Place, 22 Union Street, Oldham OL1 1BE. Current opening hours can be found on our Contact us page.
• Social media – Send us a direct message on Facebook (complaints via this channel will be taken offline to ensure privacy and confidentiality).

If you call, write or visit us you will need to provide the following details:

• Your name, address and telephone number and or email address
• A description of your concern
• What you would like us to do to put things right
• Any relevant reference numbers

When you make a complaint, we will give you a unique reference number so you can track its progress.

Stage 1 – Make it right

• We will acknowledge your complaint within 5 working days and aim to resolve your concerns as quickly as possible.
• We may contact you to better understand the issue and what outcome you are seeking.
• We aim to provide a full response within 10 working days of acknowledging your complaint.
• Our response will explain what we have found, what we will do to put things right, and how long this will take.

If you are not satisfied with our response, you can ask us to review your complaint at Stage 2.

Stage 2 – Investigation

• If you remain unhappy, you can request escalation to Stage 2.
• We will acknowledge your request within 5 working days
• Your complaint will be reviewed by a different or more senior colleague.
• We will carry out a full review of your complaint.
• We aim to provide a full response within 20 working days of your escalation request.
• Our response will clearly explain our findings, decisions, and any actions we will take, including timescales.

Your Rights and Support

• You can make a complaint or ask to move to Stage 2 in any way that suits you (for example, by phone, email, or in writing).
• If you require additional support or a reasonable adjustment in order to access our complaints process please let us know
• If we need more time to respond, we will let you know why and keep you updated.
• You can contact the Housing Ombudsman Service at any time for advice or to ask them to review your complaint.

We will keep you updated on the progress of your complaint by phone or email if you have provided this. However, if you feel there’s extra information that will help us resolve your complaint, you can contact us by phone or email, remember to include your reference number.

Email: tellus@fcho.co.uk

Phone: 0161 393 7117 – lines are open Monday to Friday, 9am to 5pm.

We will contact you to discuss our response and make sure you understand our findings. We will explain what we have found, what actions we will take, and the reasons for our decision.

We will communicate with you in the way that works best for you, whether that is by phone, email or letter.

We aim to resolve complaints as quickly as possible. This will usually be within 10 working days at Stage 1 and 20 working days at Stage 2.

If it takes longer, we will let you know why and keep you updated on our progress.

There are a number of ways in which we will consider resolving customers complaints, including taking action to restore the complainant to the position they would have been in had there not been a failure in service. These remedies include but are not limited to:

• An apology and explanation
• A specific action or correction of an error within timescales
• A review of policy and procedures – customers will be informed of any changes
• Additional training for colleagues
• Offering financial compensation, where appropriate, through our Compensation Policy

We’re sorry if you are not happy with the outcome of your complaint.

If you remain dissatisfied after completing our complaints process, you have the right to refer your complaint directly to the Housing Ombudsman Service for independent investigation. You do not need to wait before contacting them.

The Housing Ombudsman Service is independent and aims to resolve disputes fairly. They can consider whether your complaint has been handled appropriately and whether we have acted fairly.

Housing Ombudsman address:

Housing Ombudsman Service
PO Box 152
Liverpool
L33 7WQ

Tel: 0300 111 3000

Email: info@housing-ombudsman.org.uk or by visiting the Housing Ombudsman website to find out more about the service they provide or read the Housing Ombudsman Factsheets for residents.