Complaints
& feedback.
If you are unhappy with something, or have a suggestion about our service, please tell us. Raising a concern helps us understand what has happened and what needs to improve.
How to raise a complaint
Email info@stridehaven.co.uk, call 0121 339 5259, or tell a member of staff. Please say that you wish to make a complaint so it can be recognised and passed to the person responsible.
You do not need to write a formal letter. If you can, tell us:
- What happened and when.
- Which part of the service your concern relates to.
- What you would like us to do to put things right.
- How you would prefer us to contact you.
Share only the information needed to explain your concern. Contact us first before emailing medical records, identity documents or sensitive information about another person.
Help to make your voice heard
You can ask a trusted person, advocate or representative to help you raise a complaint. We may need to confirm your permission before discussing your personal information with them.
If you need help explaining your concern, an accessible format, an interpreter or a different way to communicate, tell us when you get in touch so we can discuss the support required.
What happens next?
Ask us to confirm that your complaint has been received, who will handle it, the relevant complaints procedure and when you can expect a response. Keep a copy of your complaint and any replies.
Our full complaints procedure should explain the investigation, response times and review stages. You can request a copy using the contact details above. This webpage provides contact guidance; it does not replace that procedure.
If your concern is about the founder or a staff member
Make this clear when contacting us and ask for the complaint to be considered by someone who is not the subject of it. Ask us to confirm who will handle the matter and what review arrangements apply.
If you remain unhappy
Tell us which parts of the response you disagree with and ask how to request a review under the relevant complaints procedure.
Where a separate landlord or housing provider is responsible for the issue, ask us to clarify their role and how to contact their complaints team. The appropriate external escalation route depends on the service, landlord and housing arrangements.
The Housing Ombudsman can consider eligible housing complaints involving landlords that are members of its Scheme. Check your landlord’s membership and the applicable procedure before using that route. Check who can use the Housing Ombudsman
Urgent safety concerns
If someone is in immediate danger, call 999. Do not wait for a complaints response. For an urgent property or safeguarding concern, use the emergency contacts supplied for your accommodation or support service.
Suggestions and positive feedback
You can use the same telephone number or email to share ideas, tell us what has worked well or suggest something we could improve.