NLHC
Repairs and complaints
Service Requests
New Longsight Housing Cooperative collaborates closely with Shared Habitat to manage our rent
collection, repair services and stage one complaints.
For enquiries related to rent and repairs, members may reach out to Shared Habitat during office
hours, which are Monday to Friday from 9am to 5pm.
Contact methods include:
By Phone: 0161 791 2000
By WhatsApp: 0161 791 2000
By Email: enquiry@sharedhabitat.co.uk
If you encounter an urgent repair issue that cannot wait until the next business day, please call
Shared Habitat and leave a message detailing the problem. The out-of-hours service is strictly for emergencies.
Calls will be screened, and only those that pose a risk to life or safety will receive a response. All other issues will be addressed on the following business day.
Assistance may be provided over the phone to address immediate concerns. Out-of-hours visits will
only occur in situations that threaten life or safety.
Tenant Satisfaction Measures 2024
Annually, we publish our performance against the new metrics established by the Regulator of Social
Housing for all social housing providers. These new metrics are significant as they provide a
comprehensive overview of our performance in areas that are most important to you.
They encompass results from various activities we monitor throughout the year, including the time
taken to complete repairs and responses to complaints, as well as your feedback regarding your
home and the services we provide.
You can access our Tenant Satisfaction Measures report for January to December 2024:
Annual Tenant Survey 2024 PieCharts.
Complaints
We encourage you to share your feedback if you are unhappy with any aspect of the service you
have received. For a prompt response, please contact Shared Habitat in the first instance via any of
the methods listed above and they will direct your complaint to the right place and person.
You can find our Complaints Policy here : NLHC Complaints-policy-FINAL Mar 2025.
To view a quick graphic guide to the complaints process, click here : NLHC Complaints Process FINAL .
for an accessible text version , please see below:
Complaints Process
We aim to provide a high quality service, with and for our tenant members.
We welcome feedback and complaints as it gives us the opportunity to put things right, learn from what’s happened, and make improvements to our services.This quick guide gives you an overview of how we will deal with your request. Further information can be found on our website and in our Complaints Policy.
Formal Complaint Stage 1
We will:
- accept and acknowledge your complaint within 5 working days.
- agree your preferred communication method.
- carry out an investigation.
- provide a written response to your complaint within 10 working days of the acknowledgement letter.
Formal Complaint Stage 2
We will:
- accept and acknowledge your request within 5 working days.
- have a different person conduct a review.
- try to establish your reason for escalating and your desired outcome.
- write to you with the outcome of the review within 20 working days of the
acknowledgement letter.
- if we don’t hear from you within 20 days of this letter we’ll close the complaint.
- this is the final stage of our internal complaints process. If you remain
dissatisfied you can escalate your complaint to the Housing Ombudsman.
Learning from Feedback via complaints
We are obligated to adhere to the complaints handling code established by the Housing
Ombudsman Service.
Our most recent self-assessment is available for your review here: Self-Assessment NLHC FINAL .
Annually, we conduct a thorough evaluation of the complaints we receive, utilising this feedback to
identify areas for enhancement.
You can access our latest Complaints Report and the response from the Management Committee:
