Complaints and Feedback

Why not tell us about your fantastic experience with us?

You can:-

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• Talk directly to our specialist staff, volunteers or manager

• Leave your feedback in the "Contact us" page

• Call or write to letting us know which person or service this is about.

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How to make a complaint or tell us about a concern

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Calling and speaking to our staff directly is usually the quickest way to deal with your concern.

You can also get through to the service manager by contacting us this way.

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If we are informed about your disappointment with our service and we are unable to resolve it at the time, it will be handled as a complaint. Anyone who is dissatisfied by the way we carry out our services then you can follow this process to make a complaint, except staff who should follow our Grievance Process.

 

We will encourage and support you during the complaints process and do what we can to ensure you are satisfied with the results. We will ensure you or someone else who complains on your behalf are not negatively  affected by making a complaint.

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With the consent of the affected person, a representative may make a complaint on their behalf or if the affected person needs help to complain and cannot give consent because they have lack of capacity within the meaning of the Mental Capacity Act 2005.

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If you are unable to make a complaint yourself and dont know someone who can talk or write to us on your behalf, we can provide, as far as reasonably possible:

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• help to understand the complaints procedure: or

• recommendation on where you can get that help

• practical support for example arranging interpretation or signing services

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What isn't a complaint? 

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• An initial request for services

• Requesting explanation of services or policy or decisions

• Complaints which relate to anti-social behaviours as this would be dealt with by Horizon Homes Supported Living Anti-Social Behaviour Policy 

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How do we handle our complaints?

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We will acknowledge your complaint in 3 working days. A case handler will usually contact you for further information, ask you how you would your complaint to be resolved and how you would like to be informed off the outcome. Part of the process is to keep you informed about the process during the investigation.

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We aim to have all complaints invested:

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• Within 14 working days for complaints from Horizon Homes Supported Living Residents

• Within 24 working days for all other complaints

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if those timescales needs to be extended we will agree these with you.

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Once the investigation is completed, we will contact you to discuss the outcome and write to you with:

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• What we have found

• any action we are taking

• how we propose to resolve the complaint

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If your are not satisfied with how we dealt with your complaint, you can appeal the outcome within 7 working days.

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The appeal handlers will be more senior than the person who investigated the orginal complaint and will have the authority to resolve the complaint and appeal. We will let you know the result on and appeal within 14 working days.

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This is the final stage of the Horizon Homes Complaint Process. If you are not satisfied with the results of the appeal, we will provide you with details of alternative complaint option, this will include Ombudsman or regulators.

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Anonymous Complaints 

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At Horizon Homes we have made provisions for complaints under the above procedure, however we would ask that you can provide contact details so we can update you on the process and results of our investigation.

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Vexatious and Repeat Complaints 

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Horizon Homes Supported living will not investigate complaints about an issue that has already been investigated and where appeal has been exhausted.

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Complaints from Horizon Homes Supported Living Residents 

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Horizon Homes is a Registered Provider of social housing and is therefore a member of the housing Ombudsman scheme. The Housing Ombudsman Service is a fair and impartial service to which housing complaints can be sent and registered with them but also the service is Free of charge to all residents in the social housing.

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The Ombudsman is available at any point during the complaint process. The Ombudsman's website has further information to assist you.

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