Compliments & complaints
We really want to listen and act on customer feedback, so we’re keen to encourage as many residents and visitors as possible, to rate and review us regularly.
It’s quick and easy to do – rate and review us here!
Each month we’ll analyse the results and look for common themes from the comments. We’ll share the key things that we’ve learnt, and our planned actions, in regular “You-Said-We-Did” Village communications. If you’re a resident, look out for the “You-Said-We-Did” posters on our location notice boards, and for updates at your Street Meetings.
Do you have feedback for us?
Your feedback helps us grow as a charity, that’s why we have installed ‘We’re Listening’ stands in our locations.
You can use the electronic tablet on the stand to rate your experience and provide us with your comments. We review this feedback regularly to improve our services. Or, if you prefer, please complete the Feedback Form below.
Making a complaint
If you have a complaint, you can raise it with a member of staff or your location manager, by phone, email or letter, or by filling in and submitting our ‘Tell us your concern’ form, which is available from reception at your location, or by completing the web form below. We will not treat you any differently if you make a complaint.
You can also contact us by emailing email@example.com, or in writing to Reception, The ExtraCare Charitable Trust, 7 Harry Weston Road, Binley, Coventry, CV3 2SN.
We’ll look into your complaint straight away and write to you within five working days, to let you know who is dealing with it. We aim to deal with your complaint and to respond in writing within 10 working days. If we need more time to investigate or resolve your complaint we will agree a new deadline with you.
We will co-operate in the same way with another person acting on your behalf, with your full knowledge and agreement, as we would with yourself.
If you’re not satisfied with our initial response, please let us know and we will escalate your complaint to Stage two of our Complaints Policy. We aim to review your complaint and to provide our final decision in writing within 20 working days unless we have previously agreed a later deadline.
You can also contact the housing partner if your complaint is about your tenancy agreement (for example repairs or lettings issues or problems with neighbours). Staff in the location can help you with making a complaint to the housing partner.
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We have a two-stage complaint process, meaning that if you not satisfied with our complaint response, you can ask for your complaint to be escalated. If, after the complaint has been escalated, you remain dissatisfied with this response you can ask the Housing Ombudsman Service to investigate how we dealt with the matter.
• Online complaint form: www.housing-ombudsman.org.uk/residents/make-a-complaint/
• Phone: 0300 111 3000
• Email: firstname.lastname@example.org
• Postal address: Housing Ombudsman Service, PO Box 152, Liverpool, L33 7WQ.