Comments and Complaints

Here at Empower, we are committed to listening to our customers and learning from customer complaints and feedback. We strive to offer consistently brilliant services. To help us achieve this we aim to put your views at the heart of everything we do. We want to know your views on the services we provide to you, both good and not so good. We welcome and value all comments, or complaints you make and use them to help improve our services to you. We would love to hear from tenants, advocates, parents or carers - we value everyone's views and want to listen, learn and improve.

How to make a Complaint, Comment or Suggestion

Complaints can be made by the following means and will be dealt with in the strictest of confidence by our Housing Management Team.
• Telephone
• Visiting our office
• Emailing or writing to our Housing Management Team
• Submitting an online form via our website
• Informing a member of the EHA team during a property visit

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:

Complaints Department
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 agreed with you. 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.

In 2020 the Housing Ombudsman Service launched a Complaint Handling Code, which you can find here

The Board of Empower has reviewed the updated self assessment completed against the Housing Ombudsman Complaint Handling Code, with a copy available to view below.

Contact Us...

    Want to talk to someone?

    Give us a call on:
    Emergency only:
    Empower Housing Association Ltd.
    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.

    Who we work with...