Complaints Procedure

We are committed to providing housing support and advice for disadvantaged and vulnerable groups otherwise excluded from the private rented sector in line with our charitable objectives. We seek to do this in a fair, transparent and efficient way at all times. We are committed to ensuring a high standard of accommodation, advice and housing related support to all our service users

When things go wrong, we will always try to put it right as soon as possible.

The team who provided the service will be best placed to resolve your concerns, so in the first instance we recommend that you go back to them first where possible. If they are not able to put things right, you may want to make a complaint.

We have a three stage complaints process so we can resolve your complaint quickly. We will keep you informed about who is handling your complaint, how to contact them, what will happen next and by when.

If we can’t respond within the timescales we have promised, we will let you know why, and when we will respond to you in full.

Reporting a Complaint

It is in the interests of both parties to get the matter in question resolved as quickly as possible with the most positive outcome for all involved, particularly if your complaint relates to a vulnerable person.

When making a complaint, it is important to be clear what the issue is that you are complaining about, information on the dates/locations of any incidents or correspondence, who/what your complaint relates to and how you are looking for the complaint to be resolved.


In the first instance, you can address your concerns directly to the relevant Manager involved – this would be either the Operations Manager, Referrals Manager or HR & Finance Manager. Please address this concerns in writing, marked Private & Confidential, to Unit 90, Basepoint Business Centre, Exeter, Devon, EX2 8LB. If your complaint relates to a complaint about the individual Manager, you must address this to their manager, the CEO.


If you are unhappy with the response from the individual manager, you can raise this to the CEO at the same address above.


Should you be unhappy with the response to your complaint, you can raise this directly with the Chair of the Board, Peter Lynch, who will be able to review and respond to this accordingly at the same address.

In all instances, information and evidence will be reviewed, alongside the relevant policies where appropriate. You will be provided with a comprehensive response in writing to your complaint.