Passageway Housing

Policy

Complaints Policy

We take all complaints seriously and are committed to resolving them fairly, promptly and transparently.

Our Approach to Complaints

Passageway Housing is committed to providing high-quality services to all residents and stakeholders. We recognise that sometimes things go wrong and we welcome feedback as an opportunity to improve. This policy explains how to make a complaint and what you can expect from us.

The Complaints Process

1

Stage 1 — Informal Resolution

In the first instance, please raise your concern directly with your key worker or support worker. Many issues can be resolved quickly and informally at this stage. We aim to respond to informal complaints within 5 working days.

2

Stage 2 — Formal Complaint

If you are not satisfied with the informal response, you may submit a formal written complaint to [email protected] or by post to our registered address. Please include your name, contact details, a description of your complaint and the outcome you are seeking. We will acknowledge your complaint within 3 working days and provide a full response within 20 working days.

3

Stage 3 — Review

If you remain dissatisfied after the formal complaint stage, you may request a review by a senior manager. Please submit your request in writing within 10 working days of receiving the Stage 2 response. We will provide a final response within 20 working days.

4

External Escalation

If you are still not satisfied after exhausting our internal complaints process, you may refer your complaint to the Housing Ombudsman Service or another relevant regulatory body. We will provide details of the appropriate external body when issuing our final response.

How to Make a Complaint

You can make a complaint by email to [email protected], by post to 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, or by speaking to any member of staff. All complaints are treated in confidence and will not affect the services you receive.