Turning Point, a registered provider of social housing (no. 2509), is committed to delivering safe, affordable, and well-maintained homes.
We are overseen by the Regulator of Social Housing. We take our responsibilities seriously and ensure our services meet the highest standards set by the Regulation of Social Housing Act 2023.
We are dedicated to fairness, transparency, and accountability in everything we do. That’s why we follow the Housing Ombudsman’s Complaint Handling Code, making it easy for residents to raise concerns and receive timely, fair resolutions.
It is our responsibility to provide up to date information relating to our performance and how we handle complaints.
Our Commitment to Handling Housing Complaints
At Turning Point, we are committed to providing excellent service to our residents. We understand that sometimes things go wrong, and when they do, we want to resolve issues fairly, efficiently, and transparently.
We follow the Housing Ombudsman’s Complaint Handling Code to make sure our process is accessible, effective, and in line with best practices.
How to Make a Complaint
If you are unhappy with our service, you can make a complaint in the following ways:
- In Person: Speak to any member of your support team
- Email: [email protected]
- Phone: 0161 291 7061
Our Feedback Policy outlines how we handle complaints. You can download this below:
Our Complaints Process
We aim to resolve complaints as quickly as possible. Our two-stage complaints process follows these steps:
Stage 1 - Initial Complaint
- We will acknowledge your complaint within 5 working days.
- A dedicated complaints officer will investigate and provide a full response within 10 working days.
- If you are not satisfied, you can escalate your complaint to stage 2.
Stage 2 - Review
- We will acknowledge your complaint within 5 working days.
- A senior member of our team will review your complaint.
- We will provide a final response within 20 working days.
- If you remain dissatisfied, you can escalate the issue to the Housing Ombudsman.
If you would like to see in more detail how we will manage your housing complaint, with a timeline of the process, please see below.
How we will manage your Housing Complaint
Escalating to the Housing Ombudsman
If you are unhappy with our final response, you can contact the Housing Ombudsman Service:
- Website: www.housing-ombudsman.org.uk
- Phone: 0300 111 3000
- Email: [email protected]
The Ombudsman provides independent advice and dispute resolution for tenants.
Our Complaints Performance & Improvements
We are committed to learning from complaints. Below is a summary of our recent complaints data:
- Complaints Received (Last 12 Months): 0
- Complaints Resolved at Stage 1: N/A
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Average Resolution Time: N/A
Compliance with the Housing Ombudsman’s Code
We have completed a self-assessment to ensure we comply with the Housing Ombudsman’s Complaint Handling Code. You can find the self assessment below which you can download, as well as our Annual Complaints Performance and Service Improvement Report 2023-2024:
We review our complaint handling approach annually to ensure continuous improvement.
Need more help?
If you need assistance making a complaint or require this information in another format (for example, in large print, audio, or in another language), please contact us by email at [email protected]