Your views are important to us.
At SYHA we aim to provide high quality services but we know that sometimes things go wrong. We need to know about this as quickly as possible so that we can put things right. Your views are important to us in other ways too - they help us plan the way services are delivered in the future.
This guide aims to make clear the ways in which you can complain to us, the steps we will take to resolve your complaint and how you can appeal against our decisions.
We aim to resolve customer complaints speedily, effectively and fairly. We are committed to making it easier for our customers to provide feedback to us and then making sure that we use this feedback to improve our services.
What is a complaint?
We define a complaint as:
"An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by SYHA or our staff affecting an individual customer or group of customers."
How do I make a complaint:
We have a simple three step process for dealing with complaints. It is important that you go through each stage in turn. You can call, write, ring or email us. Or you can complete an online
complaints form.
If you cannot complain yourself, ask someone to do this for you such as a relative, friend or neighbour. You may wish to go to the Citizens Advice Bureau or a solicitor for advice also.
We will deal with your complaint fairly, and as quickly as we can. The complaint will be treated confidentially and your details will not be disclosed to others without your permission.
If you need assistance at any stage of the complaints procedure please let us know and we will be glad to help.
Please note: For Care & Supported Housing Services there are also alternative/additional complaint routes which are identified in the Service Information Pack. For further advice, please speak to your Key Worker.
