Feedback

Feedback, both positive and negative, is important to us. We take it seriously and use it to help us improve our services. We welcome feedback from applicants for our properties, our residents, their relatives, our volunteers, and visitors.

If you have a complaint, you can raise it with a member of staff or your location manager, by phone, email, letter, or by completing the Tell Us Your Concern form for your location. You can also email us at complaints@extracare.org.uk, submit a complaint in the contact form below or write to:

Reception,
The ExtraCare Charitable Trust,
7 Harry Weston Road,
Binley,
Coventry
CV3 2SN.

If applicable, you can contact the housing partner if your complaint is about your tenancy or lease agreement (for example repairs or lettings issues or problems with neighbours). Staff in the location can help you make a complaint to the housing partner.

We will co-operate, as we would with you, with another person who you formally authorise to act on your behalf. 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 will provide our Stage 1 response in writing within 10 working days of receiving a complaint, unless we need more time and can agree a later response deadline with you. If you’re not happy with our Stage 1 response, let us know and we will escalate your complaint internally to Stage 2.

We aim to review your complaint and respond with our final decision within 20 working days, unless we again need more time and agree a later deadline. If, after going through the complaints process, you are unhappy with our final decision, or if we fail to provide that decision by the agreed deadline, you may refer your complaint to the relevant Ombudsman.
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.

Complaints in relation to rents and leasehold management
Certain complaints in relation to rents and leasehold management may be referred to the Residential Property First-tier Tribunal. We will provide you with contact details for the relevant office where your complaint appears to fall within the remit of the Tribunal.

Property-related complaints
Housing Ombudsman Service
PO Box 1484,
Unit D,
Preston
PR2 0ET
0300 111 3000
housing-ombudsman.org.uk

Care-related complaints
The Local Government and Social Care Ombudsman
PO Box 4771
Coventry,
CV4 0EH
0300 061 0614
lgo.org.uk

ARCO Consumer Code (locations registered with ARCO only)
We seek at all times to comply with the ARCO Consumer Code (see www.arcouk.org). Where we
are unable to resolve satisfactorily a complaint about compliance with the Code, you should contact ARCO’s nominated Alternative Dispute Resolution provider:
The Property Ombudsman,
Milford House,
43-55 Milford Street,
Salisbury
SP1 2BP
01722 333306
www.tpos.co.uk