Complaints, Compliments and Comments

We work hard to provide a good service to all tenants. However, we recognise that there may be times when we don't get things right. We want to hear from you when things have gone wrong so that we can remedy the issue and change our practices where appropriate.


Of course, we also like to hear from you when you are pleased with what we do or if you just want to let us know about something. You can get in touch with a member of our team directly by phone, email, letter or a personal visit to our office.  If you prefer, you can send us your message online or email complaints@crosby-ha.org.uk .


Our Complaints policy and process is available from our office or you can download a copy below.

CHA - Complaints Policy and Process


The Housing Ombudsman Complaints Code sets out how we should handle complaints in an effective and fair way. You can read our self-assessment of how we meet the standards it sets out by clicking the link below.

Annual code of complaints self-assessment 2024/25


The annual complaints report and code of complaints self-assessment was presented to, and approved by, the Associations' Board, on 11th August 2025.

Annual complaints report 2024/25


Although the Housing Ombudsman will normally expect our complaints process to be followed before looking into a case, customers can contact them at any time:


Housing Ombudsman Service

PO Box 1484

Unit D

Preston

PR2 0ET

Telephone: 0300 111 3000

Email: info@housing-ombudsman.org.uk

Website: housing-ombudsman.org.uk

Complaints About Your Personal Information

If you are unhappy with how we have handled your personal information, you can make a data protection complaint.

This might include concerns about:

  • How we use your personal data
  • Delays in responding to a request for your information
  • Incorrect or out-of-date information
  • How your information has been shared or kept secure


How we will deal with your complaint

We take your concerns seriously and will handle your complaint in line with data protection requirements and good practice.

This means we will:

  •  Acknowledge receipt of your complaint within 30 days
  • Take appropriate steps to investigate and respond without undue delay, including making any necessary enquiries
  • Keep you informed about the progress of your complaint
  • Provide you with the outcome of your complaint without undue delay


If you are not satisfied with our response, you can contact the Information Commissioner’s Office (ICO), the UK’s independent authority for data protection.


The ICO will normally expect you to have completed our complaints process before they look into your case. However, you can contact them at any time using the details on their website: ICO