This page explains how to report issues affecting a residential housing block such as repairs, maintenance, safety, landlord concerns and how to escalate complaints using Salford City Council’s procedures.
We've created a glossary of terms below to assist in understanding terms used on this page.
What is a purpose built block of flats and how are they managed?
A purpose built block of flats is a building specifically constructed to contain multiple self‑contained apartments. Leaseholders usually own individual flats, while a freeholder owns the land, structure, and common parts.
A block manager or management company will usually be appointed to manage the building. If a leaseholder rents an apartment they will be the tenants landlord.
The lease signed between the leaseholder and the freeholder will contain the terms of the contractual arrangement, such as which costs can be recharged to leaseholders via a service charge. The lease will include covenants which are the legal rules governing the lease, covering responsibilities for maintenance, insurance, and alterations.
A service charge is a contribution payable by a leaseholder, typically to a landlord, for a share of the cost of insuring, maintaining, repairing and cleaning the building.
Examples of how the service charge is used could be:
- Maintenance and repairs: Lifts, entry systems, communal drains, roofs, windows, electric gates, aerials.
- Groundskeeping: Gardening, grass cutting, cleaning communal paths.
- Utilities: Electricity, heating, water for shared areas.
- Management and administration: Property management fees, building insurance, accounting.
- Security and safety: CCTV, alarm monitoring, fire servicing, door entry systems.
- Staffing: Caretakers, concierge services.
- Shared facilities: Laundry, guest flats, communal baths/hoists.
If you are a leaseholder, please consider contacting the leaseholder advisory service for further information.
How to make a complaint
Report the issue first
Salford City Council advises that for internal issues (inside your flat), residents should report the issue directly to their landlord or agent. For complaints regarding the common areas, a complaint should be made to the block management company or the entity responsible for the maintenance of the block you are living in, as this is often the fastest way to resolve a problem.
Examples include:
- Repairs or maintenance issues
- Cleaning or caretaking problems in communal areas
- Waste management, Pest control or Environmental nuisance
- Safety concerns around the building
- Fire safety concerns
Each organisation has its own complaints policy.
For complaints affecting common parts of the building
- Contact the block manager: They typically act on behalf of the landlord/building owner to provide service charge services. Use their complaints procedure.
- Contact Your Landlord/agent directly: As a leaseholder they can hold the landlord to account to carry out service charge services.
- Contact an Ombudsman/Scheme: Property redress scheme, Property Ombudsmen, Unipol: For specific student accommodation providers.
- Contact Salford City Council: If reporting the issue has not resolved the problem, you can contact the council.
For complaints regarding individual flats, please contact Salford City Council.
What powers does the council use?
It generally deals with housing disrepair complaints under the Housing Act 2004.
Contact your landlord first
You must report repairs to your landlord or agent in writing and allow reasonable time to fix the issue before the council can help.
The council uses the Housing Health and Safety Rating System (HHSRS) to assess risks in homes.
Category 1 Hazards (Serious)
Examples:
- No heating or severe cold
- Major damp and mould
- Dangerous electrics or missing smoke alarms
- Risk of structural collapse
Category 2 Hazards (Lower Risk)
Examples:
- Minor damp or mould
- Trip or fall hazards
- Broken sockets
- Poor security
Making a complaint to Salford City Council
If you wish to make a complaint to us, please use the following channels:
If you remain dissatisfied, you may contact the Local Government and Social Care Ombudsman who can be contacted online, by email, or by telephone at 0300 111 3000.
Fire Safety and Greater Manchester Fire and Rescue Service (GMFRS)
For fire safety issues in a block or communal areas Greater Manchester Fire and Rescue Service (GMFRS) are the enforcing authority.
GMFRS have dedicated guidance for e-bikes, e-scooters and mobility scooters.
When to contact GMFRS
You should contact GMFRS if:
- You have fire safety concerns about your block
- There has been a fire incident and you want to provide feedback
- You believe fire safety legislation may have been breached
GMFRS contact details
Greater Manchester Fire and Rescue Service
146 Bolton Road
Swinton
Manchester
M27 8US
Fire safety advice and assessments
You can request a free fire safety assessment from GMFRS once you have completed an online eligibility check. They will:
- Review your home or building
- Provide advice
- Offer fire safety equipment depending on risk level
This is particularly important for residents in high rise or multi occupancy buildings.
If there is an immediate fire emergency, call 999 and evacuate the building.
Useful contacts
Salford City Council – Customer Services
Local Government and Social Care Ombudsman
Housing Ombudsman
Greater Manchester Fire and Rescue Service