Comments and Complaints

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
Chorley
PR7 1EP

Tel: 01257 260712

Email: admin@empowerhousing.org.uk

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.  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 updated self assessment completed against the Housing Ombudsman Complaint Handling Code, with a copy available to view below.