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

You can let us know how we are doing by the following means

Telephone
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 10 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:

Complaints Department
Empower Housing Association
33-35 Hollinshead Street
Chorley
PR7 1EP

Once we have received your complaint we will write to you within 5 days to tell you it has been received. We will address each complaint on its own merits but will deal with all complaints within 28 days of receipt.

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 https://www.housing-ombudsman.org.uk/wp-content/uploads/2020/11/Complaint-Handling-Code.pdf

We are currently developing our self assessment against the Housing Ombudsman’s Complaint Handling Code and will publish it on our website by the end of August 2021.

The Board at Empower has scrutinised the self-assessment completed against the Housing Ombudsman Complaint Handling Code and is satisfied that the action plan developed to address the areas of non-compliance are sufficient and detailed enough to meet the requirements of the Code. The Board is fully committed to delivering the plan within the stated timescales and we look forward to sharing and publishing the revised self-assessment against the Code following the completion of all actions.

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...

    Chartered Institute of Housing Platinum Partner Logo