Governance and Complaints

Second Chance Housing is a not-for-profit Registered Provider regulated by the Regulator of Social Housing (RSH). We are committed to delivering safe, supportive, and well-governed housing services that meet the needs of our tenants and reflect the standards set out in the Regulatory Standards and the Housing Ombudsman Complaint Handling Code.

Our Governance Framework

We operate under a robust governance structure that ensures oversight, accountability, and compliance across all our supported accommodation services. Our leadership team reports to a Board of Directors who are responsible for ensuring that:

  • We meet all RSH consumer standards, including the Tenant Involvement and Empowerment Standard

  • Services are safe, transparent, and tenant-focused

  • Policies and procedures are regularly reviewed and quality assured

  • Risks are identified, monitored, and mitigated

  • Lessons are learned from feedback, complaints, and incidents

We are committed to delivering Right Support, Right Care, Right Culture, while complying fully with all legal and regulatory expectations of a Registered Provider.

Complaints and Feedback

We believe complaints are a vital source of learning and improvement. We follow the Housing Ombudsman’s Complaint Handling Code and encourage feedback at all stages.

What is a Complaint?

A complaint is defined as:  “An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its staff, or those acting on its behalf, affecting an individual or group of residents.”

How to Make a Complaint

Tenants, representatives or professionals can raise a concern through any of the following:

Step 1 – Informal Resolution

Speak to a member of staff or your support worker to see if the issue can be resolved informally.

Step 2 – Formal Complaint

If not resolved, you can make a formal complaint by:

  • Email: admin@secondchancehousingha.co.uk

  • Post: Second Chance Housing, 83 Ducie Street, Manchester, M1 2JQ

We will:

  • Acknowledge your complaint within 5 working days

  • Provide a full written response within 10–20 working days

If delays occur, we will explain why and keep you informed. Please see attached our complaints policy for full details of our process.

Second_Chance_Housing_Complaint_Policy_2024-25

Escalation and Ombudsman Access

If you are not satisfied with our final response, you can escalate the complaint to the Housing Ombudsman Service. You do not need to wait 8 weeks or go through a designated person — tenants now have direct access.

  • Website: www.housing-ombudsman.org.uk

  • Phone: 0300 111 3000

  • Email: info@housing-ombudsman.org.uk

  • Address: Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ

We are a member landlord and fully cooperate with all Ombudsman investigations.

Transparency and Learning

  • All complaints are logged, reviewed, and monitored by our management team

  • Outcomes are reviewed monthly and reported to the Board

  • Lessons learned are shared with staff and used to improve our services

  • Annual complaints performance is published on our website as required by the Complaint Handling Code

Whistleblowing

Staff, tenants, or professionals can raise serious concerns about misconduct, safety, or malpractice through our Whistleblowing Policy. We treat all reports confidentially and act swiftly to investigate.

Regulatory Publications

As a Registered Provider, Second Chance Housing is committed to full transparency and compliance with the Housing Ombudsman’s Complaint Handling Code. Below you can find our published complaint data and self-assessments.

These documents are reviewed annually and updated in line with the Housing Ombudsman’s regulatory requirements.

Published Reports and Self-Assessments:

If you need any of these in an alternative format or would like to discuss any part of the complaints process, please contact us at:

📧 admin@secondchancehousingha.co.uk