Feedback & Complaints

We want to hear from you if you have not had a positive experience when dealing with us or we have made an error which has affected you. This feedback helps us to improve the services you receive.

We would also be delighted to hear from you when:

• you have been particularly happy with a service you have received from us or our contractors
• a particular member of staff has exceeded your expectations
• you would like to compliment us on anything you think is important
• You would like to make suggestions about how we could improve the service we offer to our customers

You can do this:

• online
  • Make a complaint online
  • Pay us a compliment online

• in person at any of our offices
• by calling us on 020 3535 3535
• by writing to our head office: Metropolitan, PO Box 10262, Nottingham NG8 9LE
• by email 
• by speaking to your care or support worker,if you have one.

What to expect when you make a complaint

Your complaint may well be resolved on the day we receive it, but we may also need time to look into it.

If so, we will send you an acknowledgement within two working days and respond fully within 10 working days. We aim to resolve most complaints at this stage.

You are entitled to escalate your complaint up to the stage of a Review panel, after which if you are still dissatisfied your complaint may be taken further.

Taking your complaint further

Housing complaints

If you are not happy with our response to your housing complaint you can ask the independent Housing Ombudsman Service to consider your case.

Taking your complaint further

From 1 April 2013, the Localism Act 2011 allows MPs and Councillors the opportunity to play a more active role in resolving complaints at a local level as a  ‘designated person’  and will help resolve the complaint in one of two ways; they can try and resolve the complaint themselves or they can refer the complaint straight to the Housing Ombudsman.

You can also contact the Housing Ombudsman directly and  they can consider your case after  8 weeks from the end of the our complaint process.

Housing Ombudsman Service
81 Aldwych
London
WC2B 4HN
Tel: 020 7421 3800
020 7404 7092 (Minicom)
Fax: 020 7831 1942
info@housing-ombudsman.org.uk

Care complaints
For complaints regarding care services, you can contact:

Care Quality Commission
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
www.cqc.org.uk/contactus.cfm

Support complaints
For complaints regarding support services, you can contact your local authority directly. You can find their contact details ar www.directgov.gov.uk

Asylum seeker complaints
For complaints regarding services belonging to the UK Border Agency, please contact the UK Border Agency directly on 0845 602 1739 or at www.ukba.homeoffice.gov.uk