Feedback and complaints
We value feedback because it helps us to improve the services we provide.
If you aren’t happy with the service we’ve provided, or if you have any suggestions about how we could do things better, we want to hear from you. Likewise, if you feel there’s something we’re doing well, we’d like your feedback too.
How to leave feedback or make a complaint
The quickest way is to use our online forms:
You can also:
- call us on 020 3535 3535
- email us at email@example.com
- write to us at Metropolitan, PO Box 10262, Nottingham NG8 9LE
- or talk directly to your housing services officer
Making a complaint: what happens next?
We’ll acknowledge your complaint within two working days. An officer will be assigned to your complaint and you will receive a full response within 10 working days.
Taking a complaint further
If you’re not happy with the response you receive, you can escalate your complaint. For more information on our complaints process, please see our Complaints Policy leaflet.
If you’re not happy with our response to a complaint about a housing-related issue such as a repair, you can contact:
Housing Ombudsman Service
Telephone 0300 111 3000 or email firstname.lastname@example.org.
Housing Ombudsman Service online complaint form
If you’re not happy with our response to a care-related complaint at a service registered by the Care Quality Commission, please contact the commission directly.
If you’re not happy with our response to a complaint about one of our other support services, you can contact your local authority directly.
How we report on complaints
We publish annual complaints reports about the complaints we dealt with in 2018/2019 by type, category and sub-category.