Comments, Compliments and Complaints

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.

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:

1. We will acknowledge your complaint within 1 working
2. We will investigate your complaint and respond to you within 15 working We will do this in writing, or in your preferred format.
3. If we need longer to investigate your complaint, we will let you know as soon as we can, and within 15 working days.

A senior officer will speak to you and try to resolve the complaint. If you are unhappy with our response at stage one of our complaint process or after you have spoken to a senior officer, you can ask for your complaint to be reviewed by a complaint panel. What happens next:

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 We will tell you when the complaint panel will meet, who will be on the panel, and how you can attend if you wish to.
3. You have the right to bring someone with you to support
4. Your complaint will be reviewed by the complaint panel within one calendar
5. We will let you know the outcome of the review within 10 working days of the complaint panel meeting. We will do this in writing or in your preferred format.

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

To read our full Comments, Compliments and Complaints policy click here