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

If you have a complaint, you can raise it with a member of staff or your location manager in person, by phone, email or letter, or by filling in and submitting our ‘Tell us your concern’ form, which is available from Reception at your location, or by completing the web form below. We will not treat you any differently if you make a complaint.

We’ll look into your complaint straight away and write to you within 5 working days to let you know who is dealing with it. We aim to deal with your complaint within 10 working days. If we need more time to investigate or resolve your complaint we will agree a new deadline with you.

We’ll keep you informed of the progress and tell you the outcome of your complaint in writing. We will provide a final decision in writing within 10 working days of receiving a complaint, unless we have previously agreed a later deadline. We will co-operate in the same way with another person acting on your behalf, with your full knowledge and agreement, as we would with you yourself.

If you’re still not satisfied with our response, please let us know and we will escalate your complaint to Stage 2 of our Complaints Policy. We aim to review your complaint within 20 working days, unless we have previously agreed a later deadline. You can also contact the housing partner if your complaint is about your tenancy agreement (for example repairs or lettings issues, problems with neighbours). Staff in the location can help you with making a complaint to the housing partner.

If, after going through our process, you are still unhappy with our decision, or if we fail to provide that decision by the agreed deadline, you may refer your complaint to the Local Government Ombudsman (care matters) or the Housing Ombudsman Service (housing matters). We will co-operate fully with the relevant Ombudsman during any investigation and comply fully with the resulting decision, which will be binding on us.

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 complaint 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: