Complaints Policy

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Vitalia Supported Housing Association C.I.C is committed to providing high-quality housing and support services. However, we recognise that there may be occasions when service users, their families, or other stakeholders may wish to express dissatisfaction. This policy outlines how complaints will be handled fairly, transparently, and efficiently.

2. Scope

This policy applies to:

• Tenants and residents of our supported housing services.

• Their families, carers, or advocates.

• Partner organisations and external stakeholders.

• Any individual affected by our services.

Complaints may relate to:

• The standard or quality of housing or support services.

• Staff conduct or behaviour.

• Decisions affecting tenancy or support.

• Repairs and maintenance issues.

• Any other aspect of our operations.

3. Principles

• We take all complaints seriously and handle them confidentially.

• We aim to resolve complaints as quickly and effectively as possible.

• We will not discriminate against anyone making a complaint.

• Complaints will be investigated thoroughly, and outcomes will be communicated clearly.

• We will use complaints as a learning tool to improve our services.

4. How to Make a Complaint

Complaints can be made:

• In Writing – By letter or email to info@vitaliasupportedhousing.co.uk

• In Person – At our office or to a staff member.

• By Phone – Call 07767625937

• Online – Through our website at www.vitaliasupportedhousing.co.uk

If a complainant requires assistance (e.g., translation, advocacy, or accessibility support), we will provide reasonable adjustments.

 5. Complaints Procedure

Stage 1: Informal Resolution

• We encourage concerns to be raised informally with staff in the first instance.

• Staff will try to resolve the issue promptly, usually within 5 working days.

• If the issue is resolved at this stage, no further action is required.

Stage 2: Formal Complaint

• If the issue is not resolved informally, a formal complaint should be submitted in writing.

• Acknowledgment will be sent within 3 working days.

• A senior staff member will investigate and respond within 10 working days.

Stage 3: Appeal

• If the complainant is dissatisfied with the response, they may appeal within 10 working days.

• The complaint will be reviewed by a senior manager or independent panel.

• A final response will be provided within 15 working days.

Stage 4: External Review

If the complainant is still not satisfied, they may escalate their complaint to an external body such as:

• The Housing Ombudsman Service (info@housing-ombudsman.org.uk Tel: 0300 111 3000)

• Other relevant regulatory bodies.

6. Confidentiality & Data Protection

All complaints will be handled in line with data protection laws. Personal information will only be shared as necessary for investigation and resolution.

7. Monitoring & Learning

We will record and analyse complaints to identify trends and improve our services. An annual complaints report will be reviewed by senior management.

8. Contact Information

For complaints, please contact:

Vitalia Supported Housing Association C.I.C.

15a Station Road,

Epping, CM16 4HG

07767625937

info@vitaliasupportedhousing.co.uk

www.vitaliasupportedhousing.co.uk