When something goes wrong

We are sorry something has gone wrong with our service. We want to understand what has happened and do our best to put things right.

We'll listen to your concerns, explain what happens next, and keep you informed throughout the process.

What is a complaint?

The Trust has adopted the following complaints definition provided in the Housing Ombudsman’s Complaint Handling Code and Scheme: -  

“Any expression of dissatisfaction however made, about the standard of service, 
actions or lack of action by the organisation, its own staff or those acting on its behalf, affecting an individual customer or group of customers”.

How to make a complaint

You can contact us in whatever way works best for you:

  • Email: complaints@wvht.co.uk
  • Phone: 0300 303 9848
  • Visit us: Gadbrook Point, Rudheath Way, Northwich, CW9 7LL
    (Open Monday-Friday, 9am-4pm, no appointment needed)
  • Use the online form below on the webpage

If you’d like to understand how we handle complaints, you can read:

Our complaints information leaflet here

Our complaints policy here

All tenants, shared owners and leaseholders can also contact the Housing Ombudsman at any time for advice about making a complaint.

What is not considered a complaint

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 the 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.

Complaints form

You can make a complaint by filling in the form below. If we need to get a better understanding of what the issue is, we will be in contact with you.

Important contact information

Note: Questions marked by * are mandatory

We need to process your personal information so that we can deliver services to you, and we are committed to processing your information securely and in line with data protection law. You can find a copy of our Full Privacy Statement here. For more information visit Privacy and Data Protection

Please help protect our website and your data by answering the question below to prove you are not a robot.

*