Your views really matter to us. They help us to do things better our customers. So, if you’re not happy, or you have a suggestion about how we can provide a better service, please let us know.
Complaints should not be confused with everyday enquiries or appeals against an allocation for housing. A complaint is also not an issue with a neighbour or Anti-Social Behaviour. We deal with these in a different way.
If you need help, one of our team can record your complaint. You may also be accompanied by a friend at any stage of the complaints process.
The best way to tell us if you’re unhappy is by emailing firstname.lastname@example.org, If you can’t email, then you can call our Customer Service Team on 0300 777 7777.
Our Customer Complaints Panel review complaints on behalf of other customers and provide feedback on how we dealt with things and what we could do better in the future. We are doing this to give confidence that issues will be considered fairly and impartially. We are looking for customers to sit on the Panel. You can find out more here.
1. How to make a complaint
You can make a complaint to Trafford Housing Trust either by telephone, in writing (email or letter) or through our social media channels. If you wish to raise a petition about an issue, we will also deal with this through our complaint’s policy.
2. Official or unofficial complaint
Unless you tell us otherwise, we will treat this as an official complaint. If you don’t want it to be an official complaint and we are able to offer a suitable resolution, then we will treat it as an unofficial complaint.
3. Time to respond
Once we receive a complaint it will be passed to one of our Customer Liaison Officers who has 10 working days to make a decision but will aim to discuss the issue(s) you have raised within two working days of receiving the complaint. The Customer Liaison Officer will try to contact you before issuing the decision to discuss it. In very rare circumstances we may ask for a 10 day extension if further information is required before making a final decision.
4. Our decision
Once you receive the formal decision if you are happy with our response you don’t need to take any further action and your complaint will be closed. If, however, you are not happy with this you can escalate the complaint to a tier 2 complaint.
5. Tier 2 complaint
This will be passed to the Resolution Lead who will review the facts of the case and investigation and then make a final decision. They have 20 working days to make a final decision, and again, in exceptional circumstances we may ask for a 10 day extension. We will try to contact you before issuing the final decision to discuss it.
6. Next steps
If you are satisfied with our response you don’t need to take any further action, however if you are not satisfied with our response then our complaints process has been exhausted but you can take this to the Housing Ombudsman who will then investigate your complaint and our response. You can take your complaint to the Ombudsman if we haven’t dealt with it within 8 weeks.
If after this, you are still unhappy with the final decision, you can refer your complaint to the relevant ombudsman, such as the Housing Ombudsman. You can also ask for support from your local MP or councillor.
Government Praise for Trafford Housing Trust’s Building Safety
The chair of a government industry safety group has praised Trafford Housing Trust (THT) for their response to building safety following the tragic events at Grenfell Tower in 2017.
Families to Get Holiday Food Boost From Trafford Housing Trust
Families throughout Trafford will have access to a wide range of holiday food projects and support this Easter thanks to a grant from Trafford Housing Trust.
New Homecare Contract for Trafford Housing Trust Sparks Recruitment Drive
Trustcare at Trafford Housing Trust has been awarded a new contract by Trafford Council to provide homecare support services and is looking to recruit 100 new carers to deliver it.
Strategic JV Announced by Trafford Housing Trust and Lovell Partnerships
LEADING national housebuilder Lovell Partnerships and North West housing association Trafford Housing Trust (THT) have joined forces to create a strategic joint venture.
Trafford Housing Trust and Council Unveil Plans for Old Trafford Redevelopment
Residents are being invited to give their views on plans for a new housing development on land off Bold Street in Old Trafford at a virtual public consultation.
Far East Consortium announces Red Bank affordable housing delivery panel
Far East Consortium (FEC) has today announced its partner panel for the delivery of affordable homes across the Red Bank neighbourhood of the Northern Gateway, with immediate effect.