Our complaints process and our promise to you

We view complaints positively as a way of being able to make changes when we haven’t met our usual high standards

What happens when you make a complaint?

When you make a complaint to My Space you can expect an open and honest response. We promise to:

Take your complaint seriously
Try to put things right as soon as possible
Be helpful and respectful
Apologise if we get things wrong
Record your feedback on how your complaint was handled
Use your feedback to improve our services

Submit the complaint form

Our Complaints Process

Stage One

We try to resolve most complaints at this stage. We will look into your complaint and respond within 10 working days.

Stage Two

You can ask for your complaint to be progressed to stage two, telling us why you are not happy with our response and what you think we can do to put things right. Your complaint will be reviewed by a senior manager and you will receive a written response within 20 working days.

Ombudsman services

You can contact the relevant Ombudsman at any stage of a complaint. If your complaint is about landlord services, you can contact the Housing Ombudsman. If your complaint is about care services, you can contact the Local Government and Social Care Ombudsman.