Comments and Complaints
How to make a Complaint, Comment or Suggestion
You can let us know how we are doing by the following means
Visiting us in person
Emailing or writing to us
Submitting our online form below
Any other appropriate method of communication
We aim to respond to your complaint within 5 working days.
If you feel your complaint has not been dealt with correctly and wish to make a formal complaint, please provide written correspondence giving as much information as possible and send to:
Empower Housing Association
33-35 Hollinshead Street
Tel: 01257 260712
Once we have received your complaint we will write to you within 5 days to tell you it has been received. We provide a full written response within 10 working days.
If this is not possible, an explanation and a date when the stage one response will be received will be communicated. This should not exceed a further 10 working days without good reason.
Housing Ombudsman Service
Empower is a member of the Housing Ombudsman Service. They consider complaints once you have exhausted our formal complaints procedure, using dispute resolution principles. If you are still unhappy with our final response after exhausting our formal complaints procedure, you can take your complaint to the Housing Ombudsman Service. https://www.housing-ombudsman.org.uk/
In 2020 the Housing Ombudsman Service launched a Complaint Handling Code, which you can find here https://www.housing-ombudsman.org.uk/landlords-info/complaint-handling-code/
The Board of Empower has reviewed the self assessment completed against the Housing Ombudsman Complaint Handling Code April 2022, with a copy available to view below.
Want to talk to someone?
33-35 Hollinshead Street,
Chorley, Lancashire, PR7 1EP
Parking: Limited parking available at the back of the building on Empower’s private car park. With two allocated disabled parking bays to the front of the building. On-street parking is available for up to an hour. There are also pay and display car parks nearby.
Accessibility: Empower’s offices have widened doorways to reception and level access ramps to the main entrance.