We value what you tell us about our services – whether it’s what we’re doing well or things we could do better. These comments help us to improve the way we work, so we view complaints positively as a way of being able to make changes when we haven’t met our usual high standards.
If you would like to make a compliment or complaint you can do this by:
- Speaking to your Housing Support Officer
- Calling our office on 01204 694154
- Using our online Complaint Form
- Directly emailing complaints@myspacehousing.org
What is a compliment? A compliment is an expression of satisfaction about the standard of service we provide.
What is a complaint? A complaint is an expression of dissatisfaction with the standard of service we provide, which needs responding to.
If you make a complaint, 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
There are two steps to our complaints procedure:
- Investigation
Once we have received your complaint, we will look into this and give you a response within 10 working days. - Review
If you are not happy with the response at Level 1 your complaint will be reviewed by a more senior member of staff. You will receive a letter within 20 working days.
You can contact the housing Ombudsman’s service regarding complaints at any time using the following information
Website: https://www.housing-ombudsman.org.uk/contact-us/
Email Address: info@housing-ombudsman.org.uk
Telephone Number: 0300 111 3000
Address: Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET
Annual Complaint Handling and Service Improvement Report 2023-2024
Please click here to see our June 2024 complaints self assessment