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, use social media, 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.
Residents can use the following email addresses to provide feedback or comments:
For information about making a complaint please see below.
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.
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. We have launched a new two stage formal complaints procedure which came into effect on 1st January 2021. More details on complaints are published here.
Our two-stage formal complaints policy is explained in our leaflet but we aim to acknowledge Stage 1 within five working days and respond within 10 working days. If a complaint needs more time to be investigated, we will agree timescales with you (10 working days) and provide updates on progress until a full response has been provided.
We also monitor complaints carefully so we learn from them and develop good practices for the future.
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
51-53 Hagley Road
Mark your envelope COMPLAINTS in the bottom left hand corner.
Your guide to making a suggestion, comment, compliment or complaintPDF 2.8MB
Large Print Complaints leaflet
An editable, large print version of the complaints leaflet.DOCX 47.8KB