Award-Nominated Disabled Volunteer Raises Concerns Over RBH Service Standards and Complaint Handling

A disabled Rochdale Boroughwide Housing (RBH) tenant who was previously shortlisted for an RBH VIP Community Volunteer Award has raised concerns about service standards, complaint handling, and support for vulnerable residents, claiming that issues reported to the housing provider have remained unresolved despite repeated attempts to seek action.

The resident, who has a neurodivergent disability and has spent years supporting their local community through voluntary work, says they have become increasingly frustrated by what they describe as poor communication, inadequate service delivery, and a lack of meaningful engagement when concerns are raised.

Documents and correspondence reviewed by this publication appear to show that concerns regarding service standards, grounds maintenance, service charges, and customer service were repeatedly raised with RBH over an extended period.

The publication has also seen correspondence that appears to show some concerns being escalated to senior levels within the organisation, including Chief Executive Amanda Newton.

Amanda Newton (Chief Executive) of Rochdale Boroughwide Housing

In one email reviewed by this publication, the tenant directly questioned why their complaints were allegedly being ignored and described the lack of response as "unacceptable and unprofessional". The email, which included photographic evidence relating to the concerns raised, was addressed to Ms Newton and RBH's complaints department.

The resident claims that despite making senior management aware of the issues, they saw little evidence of meaningful action being taken to resolve their concerns.

Among the issues raised are allegations relating to communal grounds maintenance. Photographs supplied to this publication appear to show overgrown vegetation, poorly maintained grassed areas, excessive weed growth, and communal spaces that residents claim have not been maintained to an acceptable standard.

The tenant alleges that while maintenance visits may take place, the work carried out often fails to address the underlying condition of communal areas, resulting in recurring problems and declining standards.

Questions have also been raised regarding services funded through tenant service charges. The resident argues that tenants continue to contribute financially towards these services while questioning whether the standard of work delivered represents value for money.

Further concerns relate to customer service and communication. The resident alleges that some interactions with RBH staff demonstrated a lack of understanding of the needs of neurodivergent and disabled tenants, leading to confusion, inconsistent responses, and difficulties obtaining clear information.

The tenant has also raised safeguarding concerns regarding contractors and employees attending residential properties.

According to the resident, there have been occasions when individuals seeking access to their home were unable to immediately provide identification when requested. As a disabled tenant living alone, they say verifying the identity of visitors is an important personal safety requirement.

The resident alleges that requests for identification have not always been handled appropriately and believes stronger procedures should be in place to provide reassurance to vulnerable residents.

The concerns are particularly notable given the tenant's previous involvement within the local community and recognition by RBH itself. Having previously been shortlisted for an RBH VIP Community Volunteer Award, the resident says they never expected to find themselves in dispute with the organisation they once actively supported.

They believe their experience raises broader questions about accountability, communication standards, complaint handling, and the treatment of vulnerable tenants within social housing.

Rochdale Boroughwide Housing (RBH) was approached for comment prior to publication. A spokesperson said: "We're not able to provide a press comment on an individual case without a name and address so that we can look into the case and provide an informed response. I would encourage your source to get in touch with us so that we can investigate any issues, rectify them where appropriate, and identify any lessons learned to improve our service in the future."

This publication declined to disclose the identity of its source in accordance with its editorial policy on protecting confidential sources.