Impact Housing

Improvement Through Action

Call us on: 03448 736 290
24 hour local rate number

Comments, compliments & complaints

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Here you can:

  • Compliment an individual or team if this go particularly well
  • Complain if something has gone wrong
  • Give us your suggestions


We need your feedback so that we can:

  • Tailor our services to meet your needs
  • Learn and make improvements to services from your complaint, compliment or suggestion
  • Recognise the good work of employees and build on good practice


How to make a complaint

Stage 1 Investigation

If we cannot resolve your complaint immediately, we will appoint a Stage 1 Investigating Officer to investigate your complaint and provide you with a response.

Once we have investigated your complaint we will send you a full written response.

Once your complaint has been resolved, we will contact you to find out whether you were satisfied with the way your complaint was handled.

Stage 2 Review

If your complaint is not resolved at Stage 1, you can ask us to move it to Stage 2. You need to let us know why you want to move to Stage 2 and what you think we should have done to resolve your complaint at Stage 1.

This is the final stage of our procedure and the complaint will be closed.

You may wish to take your complaint to a Designated Person whose role it is to work with yourself and ourselves to find a solution, and who can refer your complaint to the Housing Ombudsman Service if they are unable to offer a solution.  A Designated Person can be your MP, an elected councillor, or Impact’s Tenant Complaint Panel.  Your Stage 2 response will tell you how to do this.

How to give a Compliment

We really value positive feedback as it helps us to reward and recognise excellence and is extremely motivating for the individuals and teams concerned.

If an employee, a team or anyone who deals with you on our behalf goes 'the extra mile' or impresses you, please make sure you tell us.  All you need to do is let us know who was involved and what happened.  We will then make sure they find out. 

How to make a Suggestion

We welcome any suggestions you may have to help us make sure our services continue to improve.  We will reply in writing to thank you and then let you know if we are able to use your suggestion to improve our services.

To make a Complaint, or give us a Compliment or Suggestion:

Complete our online form

Call us on: 03448 736 290

E mail us at: 

Write to us at: Impact Housing, Nook Street, Workington, CA14 4EH

Send via our Customer APP

Through Facebook

Through Twitter

Frequently Asked Questions

Is the information I give confidential?

Any information you give is covered by Data Protection guidelines.  This means that we will:

Keep personal information safe and secure
Not share it with other organisations without your permission, unless the law says we must

I want to make an anonymous complaint - will you still look into it?

Yes.  While it is helpful to know who you are, we believe everyone has a right to complain.  As a result, we thoroughly investigate all anonymous complaints.  We cannot however, provide feedback if we do not have any contact details.

Will you learn from my complaint?

Yes.  We will look at any learning as a result of your complaint.  This will help us to put service improvements in place where possible.  We will share our learning with all of our customers in our regular tenants newsletter.

Can I get involved in making services better?

Yes.  We are looking for our tenants to get involved. 

For more details call  03448 736 290