Complaints and Feedback
We don’t always get everything right, but we want to, without your feedback we may not know what we need to change so we welcome your comments and complaints to help us get it right the next time.
A complaint can be made in several ways, complaints form, verbally, telephone call, email, website, letter, or text message using the details in My Local.
You can submit a complaint or provide feedback using the form below:
Alternatively, please download the complaint form below and contact us via the following:
Email: BRC.Reception@ymcarhg.org
Phone: 0115 837 1871
Write: YMCA Robin Hood Group,
16 St James Street,
Nottingham,
NG1 6FG
Our complaints process:
If a matter can be put right immediately, at the first stage, and you do not want it to be investigated further, then the complaint can be resolved immediately. Details of the complaint and the action taken, and outcome will be recorded and a formal response provided to you of the action taken to support continuous improvement.
If your complaint is about a complaint handler, or a member of staff, your complaint will be escalated to a senior complaint manager to investigate and handle the complaint.
Stage 1
You will receive in writing an acknowledgement of your complaint within 5 days, and the outcome should be completed in writing within 10 working days of the acknowledgement letter.
If the complaint is complex, and additional time is needed to complete a full investigation, an extension must be agreed with you and should not exceed more than 10 working days, and should not be applied without good reason. The reason for the extension will be clearly explained to the complainant and include the contact details for the Housing Ombudsman.
Stage 2 Final Review
If, after stage 1, you are still not satisfised, then you can request for the complaint to be reconsidered for final review. The complaint will be passed to the Operations Manager, and the complaint review will be acknowledged within 5 working days, and the outcome should be completed in writing within 20 working days of the acknowledgement letter.
If the complaint is complex, and additional time is needed to complete a full investigation, an extension must be agreed with you and should not exceed more than 20 working days, and should not be applied without good reason. The reason for the extension should be clearly explained to the complainant and include the contact details for the Housing Ombudsman.
If you remain unsatisfied after the process, you can refer the matter to the Housing Ombudsman, contact details below:
Online form: https://www.housing-ombudsman.org.uk/residents/make-a-complaint/online-form/
Email: info@housing-ombudsman.org.uk
Phone: 0300 111 3000 – Calls are recorded for training and monitoring purposes.
Write: Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ
