COMPLAINTS POLICY

The Greater Manchester Good Landlord Charter Implementation Unit is committed to providing a high-quality, professional, and transparent service to all our landlords, tenants, and stakeholders.  We welcome all feedback, whether positive or constructive, as it helps us improve our service.

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Submitting Feedback and Comments

All feedback, including compliments, concerns, and complaints about the level of service provided by the Good Landlord Charter Implementation Unit can be submitted directly by email to complaints@gmgoodlandlord.org.uk.  The information submitted will be reviewed and passed to the relevant team or staff member. We will acknowledge receipt of your feedback within five working days. Any complaints should be submitted as per the process outlined below. 

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Customer Concerns

We recognise that there may be occasions when you feel the level of service you receive has fallen below your expectations. Telling us about your concerns gives us the chance to review your issues and, if necessary, make internal improvements to our systems and processes.

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We define a complaint as follows:

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• A complaint is any expression of dissatisfaction, whether oral or written, from or on behalf of an eligible complainant about the Greater Manchester Good Landlord Charter Implementation Unit about services provided by the Unit.

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If at any stage you feel unhappy with any aspect of our service, we encourage you to inform us as soon as possible. Initially, we recommend speaking directly to the member of staff you have been dealing with to explain your concerns. Hopefully, they will be able to help resolve the issue.

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However, if after discussing your concern with a member of staff you are not satisfied, you have the right to make a formal complaint.

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Making a Formal Complaint

To make a formal complaint, please email us your concerns at complaints@gmgoodlandlord.org.uk. You can also submit a complaint by post to:  GM Good Landlord Charter, SPACES Peter House, Oxford Street, Manchester, M1 5AN.

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If you need assistance in putting your complaint in writing, please contact us using the contact details below.

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What We Need from You

Please include as much detail as possible about your complaint, including your name, address, contact number, and a convenient time for us to call you if you would like to discuss your complaint before we send you a formal response.

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Why Do We Need This Information?

We need this information to fully understand your complaint and why you feel our service has fallen short of your expectations. This ensures that the appropriate person handles your complaint and can provide a timely and accurate response. Your data and personal details will be treated in strict confidence in accordance with our data protection procedure.

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Once We Receive Your Complaint

Once we receive your complaint, we will promptly acknowledge receipt. This acknowledgement will be sent to you within five working days via your preferred communication method (email and/or hard copy letter). This correspondence will include the name, address, email, and contact number of the person handling your complaint, as well as a complaint reference number for future reference.

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Investigation and Response

We aim to provide you with a formal written response to your complaint within 14 days from the receipt of your complaint. This response will outline the details of our investigation, how we reached our decision, and any proposed resolution, if applicable. 

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In the unlikely event that we have not been able to complete our investigation within the 14 day deadline, we will contact you in writing to inform you of the delay and to agree a revised deadline and explain what steps you can take.

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Final Response and Further Action

If, after receiving our final response, you are still not satisfied, you may contact us to request an independent review of your complaint and our investigation process. We will liaise with you directly to carry out this review.

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Withdrawal of a Complaint

Any individual who has made a complaint can choose to stop the process and withdraw their complaint at any point. Ideally, this should be done in writing, but verbal requests will also be accepted. We will confirm any request to withdraw a complaint formally in writing.

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Equality and Inclusivity

In line with the Equality Act 2010, we will ensure all complainants are treated fairly and equally. We will provide any necessary adjustments to the procedure to ensure that it is inclusive. For example, we may adjust the format of our responses to suit the needs of individual complainants. We are committed to ensuring that complainants are not disadvantaged because of their protected characteristics, and we will support complainants in raising their concerns in line with this policy.

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Repeated Complaints

Complainants have the right to complain more than once about the Implementation Unit services if subsequent issues arise. However, repeated complaints may become unreasonable if they harass staff or hinder GMGLC’s ability to resolve complaints impartially. We reserve the right to consider such repeated use as unreasonable in exceptional circumstances.

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Contact Details

For any queries or to clarify any information, please contact us at:

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Greater Manchester Good Landlord Charter
GM Good Landlord Charter, 
SPACES Peter House, 
Oxford Street,
Manchester, 
M1 5AN.

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Email: complaints@gmgoodlandlord.org.uk

Phone: 0161 870 6833