Complaints Policy
Please find our complaints policies below.
View our Complaints Compliment and Concerns Policy HERE
Read our Annual Complaint Handling and Improvement Report
If you need to use our Complaints Self Assessment form click here
Context aims & objectives of this policy
Our Society has adopted this policy in recognition that a formal complaint process is occasionally needed. We hope that most problems can be resolved more easily and if something is wrong, we want to put it right. Usually, a word with the House Manager or a volunteer will be enough. If not, the following notes explain what needs to be considered and who to contact in a variety of circumstances.
This policy is essentially for the benefit of residents, but the process described may be used for any complaints received, excepting those which are covered under the Staff Disciplinary and Grievance policy.
All complaints will be kept confidential. We will only divulge your name with your permission and in situations where the investigation requires this to proceed.
What to do if you have a concern or a complaint?
We are committed to providing a high quality of service but understand that sometimes we may not meet expectations. If so, we want and need to know about it. Don’t be afraid to complain - sometimes it is the only way we can find out that things are wrong. We welcome suggestions and comments from residents, their families and representative, to help improve the services we provide.
If you have a concern, the first person to speak to is usually the house manager or the chairman. A note will be made, and we will try to sort it out immediately (or, if not, within five working days). In most cases this will resolve the matter quickly and satisfactorily. If you feel you cannot raise your concern in this way, or are not satisfied with the initial response you receive, please:
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Put details of your complaint in writing or an email and send it to our Administrator who will act as, or arrange the appointment of, a “Complaints Officer” to look into the complaint. OR
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Ask a member of staff or a volunteer to write down your complaint and show or read it to you for your approval and signature. They will then pass it on appropriately.
Your Complaint
Please fill in this form. When completed press submit and it will be sent to our Complaints Officer
Complaints Self Assement Form
This self-assessment form should be completed by the complaints officer and it must be reviewed and approved by the landlord’s governing body at least annually.
Access the form HERE