Make a Complaint | Your Place

Our policy

Our approach to managing complaints reflect the expectation of Housing Ombudsman’s Complaint Handling Code 2024. As a resident throughout this process that you have a right to approach the Housing Ombudsman directly at any stages of complaints to seek further advice or guidance.

You can complain if it involves the following:

Failure to deliver a service or meet standards related to support and accommodation.
Behaviour of staff, volunteers, or contractors working on behalf of Your Place.
Disagreements with decisions made by us that the complainant feels are unfair.
Poor quality of repairs and/or maintenance.
Delay in responding to inquiries and requests.

In addition, if you express dissatisfaction in a survey response, we will ask if you wish to file a formal complaint or resolve the issue directly. If the survey is anonymous, we will provide information on how to submit a formal complaint through an information leaflet

You can not complain about the following matters if:

The issue giving rise to the complaint happened more than 12 months ago.
Legal proceedings have started. This is defined as details of the claim, such as the Claim Form and Particulars of Claim, having been filed at court.
A report of Anti-Social Behaviour (Refer to our Anti-Social behaviour policy)
Raising a safeguarding concern (Refer to our Safeguarding policy)
Complaint made by employee (Refer to our Grievance Policy)
Appeals against warnings, notices , or evictions (Refer to our Warning and Exclusion Policy). • Complaints relating to other organisation (unless they are one of our contractors working on our behalf).
Complaints relating to our other functions that do not directly affect residents or housing.

We won’t universally reject complaints; each will be evaluated based on its unique circumstances. We’ll assess whether to exercise discretion in accepting complaints made outside the time limit if there are valid reasons to do so.

If we decide not to accept a complaint, we will provide an explanation to the complainant.

Your Place Statement:

At Your Place we aim to provide a good customer experience during your stay with us, we understand that occasionally things may not go the way you expect and would like you to tell us about it.

How to complain to us at Your Place

You can complain to us:

In Person: Go to our Customer Service desk for assistance – someone will support you or book you an appointment with your keyworker or housing officer.
Email: ccf@your-place.org.uk
Phone: Call us on 0207 476 6062 and one of the team will be able to assist you
Using a complaint form: Hard copy forms can be obtained from the Customer Service desk or in the lounge.
Online: click below to continue with an online complaint

Is this an existing complaint?(Required)

• If this is a follow up complaint less than 10 working days a response should be with you within 10 days • If this is a follow up complaint more than 10 working days please email us on email address • If you have an update on an existing case then please: X to be updated

Is this a new complaint?(Required)

What service area is this complaint concerning?(Required)

Support

We aim to work proactively with our clients to help them identify and achieve their goals, improve their wellbeing and move on to have positive fulfilling lives. If you feel that our staff are not doing this, or are not treating you with the respect and attention you deserve please let us know. You can contact Susan Smith, Head of Support on Susan.Smith@your-place.org.uk or call 0207 476 6062. to arrange a meeting. If you have already raised a service request and are still unhappy then proceed to complete the form by clicking the link below.

Service Delivery

Health and Safety

Data Protection

Housing Management (Cleaning, Accommodation, Customer Service)

Staff Behaviour

We aim to ensure that our services meet the standards that are required of us as a housing association. This includes quality and safety; transparency and accountability, community and tenure. If we have fallen short of standards, we are sorry and we will aim to resolve your concern promptly in line with our complaints policy. If you want to speak to someone, or if you need help, you can call us or email us. If you are a resident, speak to someone at the Customer Service desk.

Complaining about a neighbour: Are you a resident?

Complaint regarding a neighbour

Internal

External

For residents

Are you experiencing nuisance or anti-social behaviour from your neighbour? Have you spoken to your keyworker? If not, in the first instance send an email or speak to the team at the Customer Service desk and they will be able to help you.

For non-residents

We are sorry that you are experiencing issues relating to our services. Please share with us your concerns and we will get back to you as soon as possible so that we can work with you to find a satisfactory resolution.

Repairs and Maintenance

How to report a repair • For emergency repairs, where there is an immediate danger to you, please call us immediately on 0207 476 6062 stating the issue clearly or go to the customer service desk which is managed 24/7 • For all non-emergency repairs, the quickest way to report a repair is by: • Phone on 0207 476 6062 • Report Face to face to the customer service team or to your keyworker. Please note: You can make a complaint if you’ve reported a repair and the work has been completed but you’re not satisfied with how we dealt with it, the outcome and or we have delayed in carrying it out. It is our mission to help solve homelessness and this means creating a clean and safe environment for our residents. it is therefore very important that when things go wrong you tell us as soon as possible and give us the opportunity to put it right. If you have not reported the repair then please report it and we will do our best to put it right.

Something else

At Your Place we have both a support and resident services team. We may therefore be able to help resolve any issues without needing to make a complaint. If you're not sure whether you should make a complaint just yet, please email your keyworker or speak to your Housing officer directly. The customer service centre can arrange an appointment for you.

Who is making the complaint?

If Existing or Former Resident, please state your room number (if known)

If Non-Resident, please state your relationship to Your Place

Name

First Last

Phone

Address

Street Address Address Line 2 City State / Province / Region ZIP / Postal Code Country

How would you like us to contact you?

Phone call

Post

Please tell us what the issue is related to:

Please tell us what happened(Required)

Please include location, date(s) and time(s).

Names of party/parties involved

Name

Address, if known

Relationship or association to you

Witness 1 (if applicable)

Name

Address, if known

Connection to involved party

Witness 2 (if applicable)

Name

Address, if known

Connection to involved party

Witness 3 (if applicable)

Name

Address, if known

Connection to involved party

Tell us how we can support you

How can we put it right?(Required)

Optional: upload a supporting file or photograph

Drop files here or

Max. file size: 20 MB.

Thank you for your time.

A manager at Your Place will investigate and look to resolve your complaint quickly and fairly. An acknowledgement will be sent to the complainant within 5 working days and the complainant will receive a full response within 10 working days. If more time is required to respond due to the complexity of the complaint, the complainant will be informed. Thank you.