How to make a complaint

Our Aims

If you feel you need to complain to us, we are sorry something has gone wrong and we welcome complaints so that we can learn from them. We always aim to get everything right the first time, but sometimes we get things wrong and if we do, we want you to tell us. We aim to ensure that complaints are dealt with in a person-centred way, fairly and consistently and are resolved at the earliest possible opportunity. We also aim to promptly put matters right (where required) and to ensure that any lessons learnt from complaints are used to improve our service delivery to customers. 

How to make a complaint to us

You can phone us, email us, visit our office at Gadbrook Point or use the form below. We would advise you to read the customer complaints information leaflet and policy if you're making a complaint, just so you know how we will handle your complaint. You can read it using the links below.

  • You can download our complaints information leaflet as a PDF, here.
  • You can read our current complaints policy here.
  • You can read our current 2023/24 self assessment against the Housing Ombudsman Complaint Handling Code here.
  • You can view the board responce to the annual self assessement and annual complaints report here.
  • To see our latest complaints performance report 2023/24, click here

To make a complaint you can email, call or complete the form below. 

  • Email your complaint to
  • Phone us on 0300 303 9848
  • Visit our office - Gadbrook Point, Rudheath Way, Northwich, CW9 7LL. You don't need an appointment, we're open Monday to Friday 9am-4pm. 
  • Complete the short form below
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Issues which will not be dealt with under the Customer Complaints Policy

The following issues will not be dealt with under the Customer Complaints Policy:

  • Complaints relating to anti-social behaviour, neighbour nuisance and other alleged breaches of a Tenancy Agreement – these will be addressed by the Trust’s Anti-Social behaviour Policy and other procedures in relation to tenancy management.
  • Allegations of fraud –these will be considered under the Trust’s Anti-Fraud Policy.
  • Complaints that have already been dealt with under this Policy
  • Complaints referring to that occurred historically, where there has been no prior complaint made may not be investigated, unless there are clear and extenuating circumstances meaning the complainant was unable to make the Trust aware of the complaint earlier. Individual circumstances will be taken into account and the Trust will always investigate a complaint where this is possible.

Where we decide not to accept a complaint a detailed explanation will be provided to the complainant setting out the reasons why the matter is not suitable for the complaints process.