Your feedback

Your feedback

Your feedback, suggestions, comments, compliments and complaints

We genuinely welcome any feedback about our staff and services. In the first instance if you have feedback about our housing or care services you should contact your Court Manager, Housing Manager or Housing and Care Manager.

You can write, telephone, email or speak in person to the local manager; there is no requirement to fill in a form. Contact details are available on the individual court pages. 

Please tell us if you are unhappy with:

  • The quality of our service
  • Something we’ve done
  • Something we’ve not done.

We will not treat you any differently if you make a complaint. You can also ask a representative to make a complaint on your behalf if you prefer. Your representative can be a friend or family member, your social worker, or someone from an independent organisation like your local Citizens Advice Bureau or Age UK.

In the case of complaints we aim to respond quickly and efficiently to resolve issues. We will ask you to provide as much information as possible, together with any evidence, to enable a full response. We also monitor complaints carefully so we learn from them and develop good practices for the future.

We will always try to resolve your issues as quickly as possible but if you are not happy with the response, or your complaint requires a more detailed investigation, we will then treat your complaint as a formal complaint.

Our formal complaints policy is explained in our leaflet (link) but we aim to acknowledge within two working days and respond within 15 working days. If a complaint needs more time to be investigated, we will agree timescales with you and provide updates on progress until a full response has been provided.

If you need any help or advice on the complaints policy you can contact the Complaints Helpline.

Please note that our operating hours are 9:00am to 5:00pm Monday to Friday.

You can also write to
Freepost RTJE-LEHY-SGLJ
Housing 21
Tricorn House
51-53 Hagley Road
Birmingham
B16 8TP

Mark your envelope COMPLAINTS in the bottom left hand corner.

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