If you have a complaint then please tell us about it. It is important to us that you are happy with our services and your compliants tell us where we need to improve.

Complaints can be made either be in person to your local officer or by letter, phone or email. Their details can be found on the Contact Us page. Alternatively you can fill in an online form by selecting your relevant area.

• Minster
• Hyde Northside Homes
• Hyde Southbank Homes
• Hyde South East
• HydeMartlet
• Hillside
• Roundshaw - please e-mail roundshaw@mht.co.uk
• InTouch - contact your local InTouch office

Once you have complained we will contact you within 2 working days to make we have as much information about your complaint as possible. For example, we will ask for details of the complaint and how you would like us to do to settle the matter.

A full response to your complaint will be given within 10 working days.

You should know that during this process, you will be entitled to have a friend, family member, or a professional representative support you at any meetings.

You can complain if we have failed to do something we should have done or the quality of service has not met with your expectations.

There are 3 stages to our complaint procedure.

• Stage 1 - The local office responsible for your service will investigate where necessary and respond to you.

• Stage 2 - A senior manager, usually the Head of Service, will review your complaint and respond.

• Stage 3 - A complaint panel will include residents and volunteer board members. If you are still unhappy with the service and the responses you have been given, this is an opportunity for you to discuss the issues further. You do not need to be present and can choose to send a representative along instead.

Complaints do not include:

• The first time you report something to us
• A request for a service.

Our staff are responsible for telling you about your rights to make a complaint and should always do so where you believe you have reason to complain.

Anyone who uses our service or is affected by it can make a complaint. This includes tenants, leaseholders or anyone who pays us a service charge. It also includes people who have applied to us for housing support or another service.

Other organisations or individuals, such as neighbours of tenants, may also complain informally or make a formal complaint under Stage 1 (Local Office Response) of the complaints procedure. In such cases, the outcome at Stage 1 is final.

For more detailed information about our complaints policy please see the complaints leaflet.

If you are still not satisfied with the response following a panel hearing, you can ask the Independent Housing Ombudsman to review your case. They will only consider complaints once you have gone through all three stages of the policy. Once their investigation is complete, they will write to you directly with their decision.

You can contact them using the following details:

Independent Housing Ombudsman
81 Aldwych
London
WC2B 4HN
Phone: 020 7421 3800
Fax: 020 7831 1942
Free phone: 0845 7125 973
Email: info@housing-ombudsman.org.uk
Website: www.housing-ombudsman.org.uk