We encourage you to speak up if you are unhappy about anything in relation to your support or accommodation or if you feel unsafe or uncomfortable.
If you would like to make a complaint, please speak to your support worker or another member of staff. They will take down the details and try to sort things out straight away. You can also put this in writing or speak to the manager of the service.
If you are unhappy with the outcome of this complaint, you can request a review. This will be carried out by another member of staff not linked to the original complaint.
You can ask for an advocate to support you with your complaint.
If you are still not happy with the outcome of your complaint, you can contact the Children’s Commissioner confidential complaints line:
www.childrenscommissioner.gov.uk/help-at-hand
Freephone: 0800 528 0731
If your complaint is specifically about the accommodation we provide, you can contact the Housing Ombudsman:
Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET
Telephone: 0300 111 3000
Email: info@housing-ombudsman.org.uk
Horton Housing follows the Housing Ombudsman’s Complaint Handling Code. You can read the full details of this code on this document.
Or you can make a complaint to Ofsted. Ofsted is a Government department which regulates our supported accommodation for young people.
Email enquiries@ofsted.gov.uk or call 0300 123 1231.
For a full copy of our complaints policy and procedure, please ask your support worker or another member of staff or you can download a copy here
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