In person
Speak to a member of the team.
COMPLAINTS & FEEDBACK
Tell us when something isn’t right.
We want residents, applicants, professionals and other people who interact with Open Home Living to feel able to raise concerns. You do not need to use the word “complaint” for us to treat an expression of dissatisfaction seriously. We also welcome compliments, suggestions and other feedback.
What can I complain about?
A complaint can relate to the standard of service you have received, an action taken by Open Home Living, something we have failed to do or the actions of somebody acting on our behalf.
Communication
Repairs
Housing management
Staff conduct
Support
How a previous concern was handled
How to complain
Tell us what happened, when it happened and what you would like us to consider.
By telephone
Call us and we will make a note and follow up in writing where appropriate.
In writing
Email us with the details of your concern.
Through a representative
An advocate or support worker can contact us on your behalf.
What information to provide
You can provide relevant documents, photographs or other information if these help explain the issue. The more relevant detail you can share, the better we can understand and address your concern.
- What happened
- When it happened
- What you would like us to consider
- Relevant documents, photographs or other information
What happens next?
01
Acknowledgement
Your complaint will be acknowledged and reviewed under our complaints procedure.
02
Review
An appropriate person will consider the information and may contact you if further details are required.
03
Escalation
If you remain dissatisfied after the first response, you can ask for the complaint to be reviewed or escalated in accordance with our procedure.
04
External route
We will explain the next available stage and any relevant external route where applicable.
Timescales to be confirmed
Formal complaints handling timescales, escalation stages and any applicable external bodies will be added here once confirmed.
Fair treatment
Raising a genuine complaint will not result in somebody being treated unfairly. We aim to:
Listen
Investigate proportionately
Communicate clearly
Explain our decision
Put things right where appropriate
Learn when our service could have been better
Feedback helps improve the service
Not all feedback needs to be a complaint. You can also contact us with compliments, suggestions, ideas, concerns or examples of something that worked well. Depending on your housing arrangement and the organisations involved, an external complaint or redress route may also be available — where relevant, we will explain the appropriate route in our final response.
CONTACT US
Get in touch about a concern.
To raise a concern, provide feedback or ask about our complaints process, please contact our team.