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.

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.

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.


Feedback form 

If you have a more general complaint or should you be unsatisfied with the way in which your complaint has been dealt with locally, you can email us at or use the form below: 


Writing to us 

Chief Executive
The ExtraCare Charitable Trust
7 Harry Weston Road
Binley Business Park
CV3 2SN 

ExtraCare aims to comply with the ARCO Consumer Code and the Consumer Code for Home Builders.