Step 1
If you need to make a complaint, you should firstly raise your concern with the member of staff who has been in contact with you. They, or their manager, may be able to sort out the problem for you immediately.

If you have already spoken to the member of staff and they were unable to help, please contact the Customer Care Team.

There may be times when you do not feel comfortable in raising your complaint with the person who has been in contact with you. If this is the case, please contact the Customer Care Team, who will manage your complaint.

You can contact the Customer Care Team in the following ways:

Fill in a Talkback Form, which you can get hold of in a number of ways:

You can download and print a copy that you can fill in and bring or post to us - Please Click Here

You can pick up a Talkback Form at our Head Office or any of our Area Offices. You can also write to any of our offices, or telephone them, to ask for a Talkback Form to be posted to you. You will then need to fill it in and post it to: 

The Customer Care Team
Blackpool Coastal Housing     
The Stadium
Seasiders Way
Blackpool FY1 6JY                    Telephone (01253) 651950

You can also bring the form to any of our offices and we will send it on to the Customer Care Team

If you need any help or support in making your complaint you can ask a member of staff, a relative, friend or an advocate to help you. An advocate is someone who is independent of Blackpool Coastal Housing and can help you to get your views heard.

If you would like an advocate to help you, you can contact the Blackpool Advocacy Service at:
 
Myriad House
6a Skyways
Amy Johnson Way
Blackpool
FY4 2RP                             Telephone (01253) 405959

If you need an interpreter to support you in making your complaint then the Customer Care Team can provide one.

Once we receive your complaint, a manager will respond to you within ten working days. If your complaint needs further investigation and we cannot reply to you in full within ten days, we will let you know.

Step 2
If, after receiving the response to your complaint, you are not satisfied then you should again contact the Customer Care Manager who will investigate your complaint in full.

Step 3
If you are still not satisfied with the reply you receive, you should contact the Customer Care Manager who will explain the available options to you. These will depend on the nature of your complaint and the service it covers and can include a review panel or an approach to the Local Government Ombudsman.   The Customer Care Team will work with you to identify the best outcome for you.