Giving us your views

We'd love to hear what you think. Your ideas will help us to make services better for you and other customers. Please watch our short video, 'Giving us your views'.

How to get in touch

If you have a comment, compliment or complaint we would encourage you to share it with your Housing Officer, Support Worker or another member of staff. However, if you would prefer not to contact a member of staff you can contact the Customer Services Team by:

Use the form on this page of the website to send us comments, compliments or complaints, call us on 0333 012 4307 or email: customer.services@advanceuk.org

Phone on 0333 012 4307

Sending a message through the MyAdvance online portal

Writing to ‘Customer Services Team’ at Advance, Unit 2, Centre Court, Meridian North, Meridian Business Park, Leicester LE19 1WR. Please include your contact details (name, phone number and address or email) so we can reply to you.

Comments and Compliments

If you have an idea, comment, or compliment about our service, we would love to hear about it. We will pass all comments and compliments to the relevant member of staff and their manager, and send you an acknowledgement within 1 working day.

Complaints

Our complaints process is changing from 1st April 2024 to comply with the Ombudsman's new Complaints Code. The information below reflects these changes.

We value your feedback, good or bad, because it helps us to improve our service.  Don’t worry about making a complaint. Please remember that:

  • It is OK to complain
  • Complaints help us to make our services better
  • We will listen to you and you will be taken seriously
  • You and everyone involved in a complaint will be treated fairly
  • You will not lose your service if you make a complaint
  • We will not tell anyone about your complaint unless they are involved in looking into it
  • You can ask a friend or family member to contact us if it makes it

We understand that occasionally something can go wrong, or you may be dissatisfied with the service you have received. If you have a complaint, we will investigate it thoroughly and send you a detailed response. Any complaint we receive goes through a standard process:

Stage one

  1. We will acknowledge your complaint within 1 working
  2. We will investigate your complaint and respond to you within 10 working We will do this in writing, or in your preferred format.
  3. This can be extended for another 10 working days if we need more time to investigate your complaint. If we do this we must let you know and tell you why it is taking longer.

If you are unhappy with the outcome of your complaint, you can go to stage two of our complaints process.

Stage two

  1. Contact us within 10 working days of receiving your stage one response, and let us know you wish to appeal our decision.
  2. We will acknowledge your complaint within 1 working day.
  3. We will investigate your complaint and respond to you within 20 working days.
  4. This can be extended for another 20 working days if we need more time to investigate your complaint. If we do this we must let you know and tell you why it is taking longer.

If you remain unhappy with the outcome at stage two, you have the right to take your complaint to the Ombudsman.

Ombudsman

If you are unhappy with our response at stage two of our complaint process, you can contact an Ombudsman  who will carry out an independent investigation of your complaint.

For complaints about Housing:

Housing Ombudsman Service

PO Box 152

Liverpool

L33 7WQ

Telephone: 0300 111 3000 (lines are open Monday to Friday from 9:15am to 5:15pm).

Email: info@housing-ombudsman.org.uk

For complaints about your Support provider:

The Local Government Ombudsman

PO Box 4771

Coventry

CV4 0EH

Telephone: 0300 061 0614 (lines are open Monday to Friday from 8:30am to 5:00pm).

Fill in an online form: www.lgo.org.uk/complaint-form