Complaints
At Arcon we aim to provide a high quality service in all areas of our work. We take complaints very seriously and in order to deal with them fairly, we have a set procedure to follow.
Our procedure is intended for complaints about poor service from the Association and for appeals against allocation decisions.
This procedure is not for dealing with everyday matters such as repair requests, neighbour disputes, transfer requests, etc. These should be reported to your housing officer/maintenance department in the usual way.
If you have reported the matter but are unhappy with Arcon’s response, you should follow the procedure outlined on this page.
Stage 1 – Complaint to Director
If you are not happy with our service, you should write or telephone and ask to speak to a member of staff or director of the department providing the service and say that you wish to register a complaint.
- Telephone:
- 0161 214 4120
- Address:
- Arcon Housing Association Ltd, 12 Lloyd Street, Manchester, M2 5ND
You can fill the complaints form online.
You can also download the Complaints or Appeals Form. Please print it out and fill in all details, returning it with any supporting documents to the above address.
Details of your complaint will them be logged and investigated. You will be kept informed of progress and will be advised in writing of the action taken within 10 working days of receipt of your complaint.
Stage 2 – Appeal to Chief Executive
If you are still dissatisfied you should contact the Chief Executive and advise him that you wish to proceed further with your complaint. The Chief Executive will ask for a report to be prepared and will keep you informed of progress. You will receive a full reply to your complaint within 15 working days.
Stage 3 – Final Appeal to a Complaints Panel
If the earlier steps have failed to give satisfaction, then an appeal may be made to a complaints panel made up of Board members.
If you wish to take this action you should write to the Chief Executive within 4 weeks of receiving his reply (Stage 2) asking for a Panel Hearing be arranged. You will be notified of the date of the hearing within 10 working days. You will be entitled to put your case in writing and to be present at the Panel Hearing. You can ask another person to accompany you.
The Chairman of the Panel will tell you of the Panel’s decision within 10 working days after the Hearing. The decision of the Panel is binding on the Association.
Stage 4 – Independent Housing Ombudsman Service (IHOS)
If you are dissatisfied with the Panel’s decision you can apply to the Independent Housing Ombudsman and ask for an independent investigation. The IHOS will only investigate a complaint once Arcon’s own complaints procedure has been exhausted.
