Complaints Handling at Zah Housing Co-op

We are committed to providing a safe, fair, and supportive environment for all our members and residents. We value your feedback and take all complaints seriously, using them as opportunities to learn and improve our services.

Our Complaints Documents

The Housing Ombudsman's Complaint Handling Code requires us to publish our complaints policy and our yearly self-assessment against that Code. You can download both here.

Complaints Policy (Word document, 14 KB)
Our full policy: what counts as a complaint, who handles it, the two-stage process and its timescales, and how to escalate to the Housing Ombudsman.
Self-Assessment Against the Complaint Handling Code (Word document, 16 KB)
Our assessment of how our complaint handling measures up against each requirement of the Code, including anything we still need to put right.

Our Commitment to You

Zah Housing Co-op follows the Housing Ombudsman’s Complaint Handling Code to ensure all complaints are handled fairly, transparently, and promptly. We promise to:

Listen to your concerns without judgement
Respond to your complaint within agreed timescales
Keep you informed throughout the process
Respect your confidentiality
Use your feedback to improve our co-op

How to Make a Complaint

Informal Resolution: Speak to a committee member or another trusted member. Many issues can be resolved quickly and informally.
Formal Complaint: If you are not satisfied, or the issue is serious, submit a formal complaint in writing (email or letter) to the complaints officer. You can find out who is the complaints officer from the list of member roles in the member portal. Please include details of your concern, any steps already taken, and your desired outcome.
Acknowledgement: We will acknowledge your complaint within 5 working days.
Investigation: The committee will investigate your complaint, which may involve speaking to those involved and reviewing relevant documents.
Response: We aim to provide a full written response within 10 working days of acknowledging your complaint.
Appeal: If you are not satisfied with the outcome, you may request a review by a different committee member or the full committee.
Ombudsman: If you remain dissatisfied after our process, you can contact the Housing Ombudsman Service for independent advice and investigation.

Frequently Asked Questions

Who can make a complaint?
Any resident, member, or applicant can make a complaint about our services, decisions, or the behaviour of members.

Will my complaint be confidential?
Yes. We treat all complaints with confidentiality and only share information with those who need to know.

Can I get support to make a complaint?
Absolutely. If you need help, you can ask a friend, family member, or support worker to help you submit your complaint.

Will making a complaint affect my tenancy?
No. We encourage feedback and will never treat you unfairly for raising concerns.

Useful Links & Resources

Contact Us

If you have any questions or wish to make a complaint, please either contact us in person at:
Address: Zah Housing Co-op, Didsbury, Manchester, UK
Or login to the members portal and use our internal complaints form