As we strive to do good in our communities, we hope that you will be satisfied with the services provided by One YMCA, but we know that things can go wrong, and we are always looking to improve which is why, if you have a complement, suggestion or complaint, we’d like to hear from you.
How to submit Compliments, Suggestions and Complaints
Individuals can log their complaints, compliments or suggestions by:
- Using this form and handing in to any One YMCA Housing site and submitting it in writing or verbally to a member of One YMCA staff –
- Via social media platforms
- By letter or email to [email protected]
What to expect when submitting Compliments, Suggestions and Complaints
Our Policy, sets out what will happen when you submit a compliment, suggestion or complaint to us including in particular how complaints will be recorded and investigated and the timescales for a response at each stage of the process.
The policy affirms our commitment to resolving complaints at the first point of contact, using feedback to improve our services and learning from all compliments, suggestions and complaints.
Complaints Performance and Review
One YMCA complies with the Housing Ombudsman’s Complaints Code, providing a high quality and regulated standard for handling complaints. We complete an annual self-assessment to ensure our policies and procedures are compliant with that code.
In addition to the self-assessment we provide an annual complaints report for our Trustees who review and comment on our complaints performance, helping us to ensure that we provide a good service and to identify improvements for the year ahead.
Housing Ombudsman Service
We are registered with the Housing Ombudsman Service. If you live with us, you can contact the Housing Ombudsman Service who can offer support to residents making a complaint and considers complaints that have exhausted our complaints procedure.
