Complaints Procedure
Complaints
At Franklyn Housing Co-operative, we are committed to providing high-quality services to all our residents. We understand that sometimes things go wrong — and when they do, we want to hear about it. Complaints help us learn, improve, and ensure we treat everyone fairly and with respect.
This page explains how you can raise a concern, what you can expect from us, and what to do if you’re not satisfied with our response.
Annual Complaints Reports
We are proud to share that no complaints were received during the reporting period 2023/24. Still, we continue to encourage tenant feedback and remain committed to improving our services.
You can download our annual complaints performance and service improvement reports here:
What is a Complaint?
A complaint is an expression of dissatisfaction about the standard of service, actions, or lack of action by the Co-op or someone acting on our behalf. You don’t need to use the word “complaint” — if you tell us you’re unhappy, we’ll offer to treat it formally under our complaints process.
Who Can Complain?
We welcome complaints from:
*Tenants
*Former tenants
*Applicants for housing
*Neighbours of Co-op properties
*Anyone affected by our services
*Representatives acting on your behalf (e.g. *Citizens Advice, councillors, support workers) with your written consent
How to Make a Complaint
You can raise a complaint by:
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Speaking to a committee or staff member directly
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Emailing us at richardsk3@hotmail.co.uk
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Writing to our registered office
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Phoning the Co-op
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Via our managing agent (if no other method is available)
Important: All complaints must be addressed to the Co-op (not directly to the managing agent), though you may submit them through them.
At Any Time – Contact the Housing Ombudsman
You don’t need to wait until the end of our process to seek support from the Housing Ombudsman.
Housing Ombudsman Service
📞 0300 111 3000
📧 info@housingombudsman.org.uk
🌐 www.housing-ombudsman.org.uk
📮 PO Box 1484, Unit D, Preston PR2 0ET
Get in Touch
We’re here to help. Whether you have a question about applying for housing, reporting a repair, or getting involved in the co-op, feel free to contact us using the form.
A member of our team or CDS Co-operatives will get back to you as soon as possible.