Family Housing Association (Birkenhead & Wirral) Ltd, Marcus House, Marcus Street, Birkenhead, Telephone: 0151 647 5000


H O W   T O   C O M P L A I N

When things go wrong

We want to deliver the best possible service to our tenants. Unfortunately we do not always achieve this and there are times when we get things wrong or let our tenants down. When this happens we want to try and put things right.


Our Service Standards

Sometimes it is difficult to know what to expect from us. You may not be happy with a service we have provided but could be unsure as to whether you are expecting too much. To understand what to expect the first step is to compare your experience with our Service Standards. They can be found in your Tenants Handbook, Annual Report or on our website. Full details of our Service Standards are available on request.


Right to Complain

All our tenants have the right to complain if they are unhappy with us. If you choose to make a complaint it will not be held against you in future and you will continue to receive the same services from us and will be treated with respect.


Complaints Procedure

1) Informal Complaint 

The first step in making a complaint is to contact the office and to explain why you are unhappy. We will listen to your concerns and will try and agree a solution. If we need to carry out further investigations we will try to respond within 7 days. If you are unhappy with our proposed solution or with the way your complaint has been handled you can escalate the matter to stage 2.


2) Formal Complaint 

To raise the issue to a formal complaint we need you to put your complaint in writing and send it to the Chief Executive. In your letter you should explain the nature of the problem and what you think we should do to put it right. The Chief Executive will review your complaint and may contact you for further information. The Chief Executive will investigate the complaint and where possible, will respond within 7 days.

Our address is Family Housing Association, Marcus House, Marcus Street, Birkenhead. CH41 3NY


3) Appeal to the Associationís Board 

If you are not happy with the response from the Chief Executive, you can appeal to the Associationís Board.  In order to appeal you should write requesting an Appeal within 21 days of receiving the Chief Executives response.  In your appeal you should explain why you are unhappy and what you feel the Association should do to put things right. The appeal will be included in the papers for the next Board Meeting.

On receipt of an appeal, we will advise you of the date of the meeting that your appeal will be heard. You will be given the opportunity to meet with the Board prior to the meeting to make your case and to respond to questions from Board Members.  The Board will review your complaint and a response will be sent to you within 7 days of the Board Meeting.


4) Contact a Designated Person 

If you are unhappy with the result of your appeal, before you can take the complaint to the Housing Ombudsman Service, they ask that you contact a local Councillor, Member of Parliament or Tenant Panel in order to try and negotiate a solution.

If you do not involve a Designated Person, you must wait 8 weeks before involving the Housing Ombudsman.


5) Housing Ombudsman Service 

If you remain dissatisfied with the handling of your complaint you can ask the Housing Ombudsman Service to investigate. Any referral to the Ombudsman must be made before 6 months has elapsed from the decision of the Board.

The Ombudsman can only seek to resolve complaints once the Associationís own procedures have been exhausted.

We will comply with the Ombudsman's decision, from which there is no right of appeal. Contact details for the Housing Ombudsman can be found in the useful numbers section.





Housing Ombudsman Service 

0300 111 3000


Designated Person 

To find your local MP visit *


To find your local Councillor visit *

*If you do not have access to the internet, we can carry out this search on your behalf.


Citizens Advice 

0300 33 00 111

Birkenhead - 50 Argyle Street, CH41 6AF

Wallasey - 237 Liscard Road, CH44 5TH





If you would like any more information please contact the office on 0151 647 5000