Customer Feedback

Here at S4B, we aim to provide the best possible service at all times, so we always welcome your feedback. We want to know when we have done something well, so that we can continue to provide the best service we can to our customers.

Comments, compliments and complaints
If we don’t get things right we want to know about it so we can put things right. We treat any complaints very seriously. Read our complaints and compliments policy here.

To make a comment, compliment or complaint, please get in touch. Tell us about your complaint to allow us the opportunity to resolve things as quickly as possible. 

Housing Ombudsman self-assessment
As members of the Housing Ombudsman complaints scheme, your landlord Manchester City Council, have completed a self-assessment against their new complaints handling code, which is a requirement of the membership.

Any identified actions required to ensure they are compliant with their code have been reviewed and documented here – complaints self-assessment.

The Housing Ombudsman also encourages landlords (and their managing agents) to have a
policy in place to help manage complainants who present unacceptable behaviours detailed in the unacceptable behaviour policy here. 

Please note you are entitled to refer your complaint to the Housing Ombudsman Service. The contact details are:

The Complaints Annual Report along with the Complaints and Compliments Policy, Self-Assessment and Unacceptable Behaviour Policy are attached below.

TSM – Tenant Satisfaction Measures 

In April 2023, the Regulator of Social Housing introduced changed the way we carry out satisfaction surveys with social housing tenants. The S4B Satisfaction Survey now follows set questions provided by the regulator and Manchester City Council.

The survey is facilitated by Onward Homes’ S4B Housing Management Team with technical support being provided by Onward Homes’ Analytics and Insight Team.  

View details of the 2025 TSM – Tenant Satisfaction Measures here 

Customer Surveys 

We carry out customer satisfaction surveys throughout the year to help us continually improve outr standard, processes and communbication. Results are published on the website and in the quarterly customer newsletter Neighbourhood News plus other publications. 

For more information please get in touch. Send a WhatsApp message to 07418 367 396, email info@s4bmanchester.co.uk, visit the S4B housing office, or give us a call on 0300 555 0128.