Housing Complaints and Compliments

If you wish to provide some feedback or to make a complaint you can do this via:

Council’s websitehttp://www.cannockchasedc.gov.uk/council/about-council/customer-feedback-help-us-get-it-right

Emailceoformalenquiries@cannockchasedc.gov.uk

Letter: Cannock Chase Council, PO Box 28, Civic Centre, Beecroft Road, Cannock, Staffordshire WS11 1BG                     

Telephone: 01543 462621

As a social housing provider the Council is a member of the Housing Ombudsman Service. The Housing Ombudsman Service (the Ombudsman) is set up by law to look at complaints about housing organisations that are registered with them. The Ombudsman resolve disputes involving tenants and leaseholders of social landlords (housing associations and local authorities).

The Ombudsman considers complaints using dispute resolution principles, and encourage landlords and residents to use these principles so they can resolve complaints together at the earliest possible opportunity. To better enable this, the Ombudsman recently publish their Complaint Handling Code, the latest being in place from April 2024. A self-assessment has been undertaken against the code, please see document attached below.

You can bring a complaint to the Housing Ombudsman Service for investigation if you have completed the Council’s complaint process (you have received our final stage 2 response) and the issues have not been resolved.   

The Housing Ombudsman can also help if the Council is not responding to a complaint you made (however we do endeavour to respond to all complaints within the set timescales). 

Their details are as follows:
Website: https://www.housing-ombudsman.org.uk/ 
Telephone: 0300 111 3000.

The majority of complaints will fall under the jurisdiction of the Housing Ombudsman, however some housing-related complaints (around allocations and homelessness) fall under the Local Government and Social Care Ombudsman (LGO). The LGO are an independent service run by Central Government to make sure that Councils provide the required standard of service to their customers. The Ombudsman can investigate complaints about how the Council has done something, but they cannot question what has been done simply because someone did not agree with it.

Their details are as follows: 
Website: www.lgo.org.uk  
Telephone: 0300 061 0614

There may be some issues that need referring to the LGO or the Housing Ombudsman, or jointly considered by the two Ombudsman. We will advise you which Ombudsman to go to when you receive our final Stage 2 response. Summaries of the complaints each deal with are found on their webpages: 

LGO - www.lgo.org.uk/make-a-complaint/fact-sheets/housing/which-ombudsman-for-complaints-about-social-housing   

Housing Ombudsman - www.housing-ombudsman.org.uk/useful-tools/fact-sheets/which-ombudsman-for-social-housing-complaints/ 

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