Compliments and 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 - to rate and review us, simply click 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” Schemes or Village communications.  Look out for the “You-Said-We-Did” posters on our notice boards, and for updates at your Street Meetings, if you’re a resident.

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 villages and schemes. 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 services. Or, if you prefer, please complete the Feedback Form below. 

If you have feedback for us, we'd like to hear it.

 

Making a complaint

Got a formal complaint? Want a personal response? In that case we are keen to hear from you personally, so please talk to your location manager or use our 'Tell us your concern' form. This is available from reception at your location. We will seek to resolve complaints at a local level within 20 days. If you remain dissatisfied, you can ask the location manager to escalate your complaint to stage 2 of our complaints process.

If you are not a resident, or wish to complain about something that is not a location issue, or if you do not feel comfortable about making a complaint to the manager direct, then please contact us as below.

To take effect from 18th March 2020 until further notice.

We will continue to strive to answer all complaints within 20 days, but as these are unprecedented times, we advise all those who complain to us that there may be delays in responding due to resources being focused on dealing with the COVID-19 outbreak. We hope you understand that this is our current focus. As always, the welfare of our residents remains our top priority. Where we receive a request to escalate an existing complaint, we may not escalate this for investigation until COVID-19 restrictions are no longer in place.

We also advise you to regularly check our COVID-19 information on our website.

Writing to us

You can contact us in writing through the form below, at complaints@extracare.org.uk, or in writing to

Reception
The ExtraCare Charitable Trust
7 Harry Weston Road
Binley Business Park
Binley
Coventry
CV3 2SN 

We will acknowledge all complaints sent to us this way, and the complaint will be directed to the most relevant member of staff to investigate.

If you are dissatisfied with a complaint response that you have received from us, then please ask the location manager to escalate it or write to us to request that the complaint be escalated to Stage 2 of our complaints policy.

ExtraCare aims to comply with the ARCO Consumer Code and the Consumer Code for Home Builders. We process complaints in line with guidance available on the Housing Ombudsman website

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 compliant has been escalated, you remain dissatisfied with this response you can ask the Housing Ombudsman Service to investigate how we dealt with the matter. To contact the Housing Ombudsman Service, you can ask one of the following to refer your complaint:

  •  A Member of Parliament (MP)
  • A local Councillor
  • A tenant panel

You can also contact the Housing Ombudsman directly but please note that the Ombudsman will not be able to investigate your complaint until eight weeks from the date of us concluding your complaint at stage 2.

 The contact details for the Housing Ombudsman Service are: