Making a complaint

We try to get things right first time but sometimes there may be instances where you think we have not. In these instances we encourage you to make a complaint. Anyone can make a complaint about any aspect of our service.

Complaints help us to learn how we can improve our services, and can help stop the same issue from happening again.

To make a complaint, we encourage you to complete our How to Complain form. The form contains a summary of the complaints process as well as details of how to make the complaint. We also have a full complaints handling procedure which is available from any staff member.

Download our How to Complain form >

Examples of service improvements made following reviews of complaints:

Improved information is provided to residents when they apply for a special adaptation. Our letter of acknowledgement provides an estimated waiting time a resident might experience before their application can be granted, along with an explanation of the funding position.

Our standard tenancy allocation letter is being improved to include information about the suitability of the property for the prospective tenant and the scope for future possible adaptations.

Additional checks have been introduced to ensure that charges to tenants are carried out promptly and accurately.
Hanover Telecare has developed a revised staff training manual and information retrieval guidance which reflect points learned from customer liaison and feedback. The manual has been distributed to all members of the Telecare team and is kept under review.