Council housing

We own our housing stock of approximately 5500 homes. The majority of our housing stock is located in Ellesmere Port and Neston with around 130 homes being located in Winsford.

We aim to provide affordable homes of the right type and quality to meet the housing needs of those who are unable to meet their own needs in the housing market now and in the future.

We will work in partnership to support our tenants to prosper and improve their wellbeing and ensure neighbourhoods and communities are sustainable, safe and pleasant.

Housing management provider

The housing management provider for all Cheshire West and Chester Council homes in Ellesmere Port, Neston and Winsford is ForHousing, part of the ForViva group.

Information on paying your rent and leaseholder charges can be found on our rent or leaseholder charges page.

In line with the Housing Ombudsman’s complaint handling code, we are required to undertake an annual complaint self-assessment. This assessment is aimed at helping us demonstrate our performance against some key areas including:

• the utilisation of the universal definition of a complaint
• providing easy access to the complaints procedure and ensuring residents are aware of it, including their right to access the Housing Ombudsman Service
• the structure of the complaints procedure with only two stages necessary and clear timeframes set out for responses
• ensuring fairness in complaint handling with a resident-focused process
• taking action to put things right and appropriate remedies
• creating a positive complaint handling culture through continuous learning and improvement
• demonstrating learning within Annual Reports

This summary shows whether we have met each of the required standards and how we have demonstrated this. It also includes some detail around some of the things we are doing to improve how we handle complaints.