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 2024  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.”

You do not need to use the word “complaint” for us to treat it as one. Whenever you express dissatisfaction, we will give you the choice to make a formal complaint.

How to Make a Complaint

Our Two-Stage Complaints Process

 

We operate a two-stage complaints procedure in line with the Housing Ombudsman’s Complaint Handling Code.

 

 Stage 1
– We will acknowledge your complaint within 5 working days
– We will provide a full written response within 10 working days
– If we need more time (up to an additional 10 working days), we will explain why and provide you with the Housing Ombudsman’s contact details
 
Stage 2
– If you are not satisfied with our Stage 1 response, you can ask us to escalate your complaint to Stage 2. You do not need to explain your reasons.
– We will acknowledge your escalation within 5 working days
– A different person will review your complaint and provide a final response within 20 working days
– If we need more time (up to an additional 20 working days), we will explain why and provide you with the Housing Ombudsman’s contact details
 
Our full complaints policy is available below in our published documents section.

 

 

Escalation and Ombudsman Access

If you are not satisfied after completing our complaints process, you can refer your complaint to the Housing Ombudsman Service. You can contact the Ombudsman at any point for advice.

Website: www.housing-ombudsman.org.uk
Telephone: 0300 111 3000
Email: info@housing-ombudsman.org.uk
Address: Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET

We are a member landlord of the Housing Ombudsman Scheme and fully cooperate with all 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 2024

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.

Published Documents

As a Registered Provider, Second Chance Housing is committed to full transparency and compliance with the Housing Ombudsman’s Complaint Handling Code 2024. Below you can find our published complaints documents for the reporting period 1 July 2024 – 30 June 2025.
These documents are reviewed annually and updated in line with the Housing Ombudsman’s regulatory requirements.
 
Complaints Policy
📄 Complaints Policy (Version 2.0 – April 2025)
 
Self-Assessment against the Complaint Handling Code
📄 Complaint Handling Code Self-Assessment (2024-25) SCH_Self_Assessment_Form_2025_FINAL
 
Annual Complaints Performance and Service Improvement Report
📄 Annual Report (Reporting Period: 1 July 2024 – 30 June 2025)
 
Governing Body Response
📄 Governing Body Response (Reporting Period: 1 July 2024 – 30 June 2025)
 
 
If you need any of these documents in an alternative format or would like to discuss any part of the complaints process, please contact us at:
📧smt@secondchancehousingha.co.uk
📞 01706 536589
🏠 Swan Buildings, First Floor, 20 Swan Street, Manchester, M4 5JW