Complaints and Feedback
We don’t always get everything right, but we want to. Without your feedback, we may not know what we need to change, so we welcome your comments and complaints to help us get it right next time.
A complaint can be made in several ways, including through our complaints form, verbally, by telephone, email, website, letter, or text message using the details in My Local.
You can submit a complaint or provide feedback using the form below:
Alternatively, you can download our complaints form and contact us using the details below:
Email:
BRC.Reception@ymcarhg.org
Phone:
0115 837 1871
Write:
YMCA Robin Hood Group
16 St James Street
Nottingham
NG1 6FG
Our Complaints Process
If a matter can be put right immediately, at the first stage, and you do not want it to be investigated further, then the complaint can be resolved immediately. Details of the complaint and the action taken, and outcome will be recorded and a formal response provided to you of the action taken to support continuous improvement.
If your complaint is about a complaint handler, or a member of staff, your complaint will be escalated to a senior complaint manager to investigate and handle the complaint.
Stage 1
You will receive written acknowledgement of your complaint within 5 working days, and the outcome should be completed in writing within 10 working days of the acknowledgement letter.
If the complaint is complex and additional time is needed to complete a full investigation, an extension must be agreed with you and should not exceed 10 working days.
The reason for any extension will be clearly explained to you and will include the contact details for the Housing Ombudsman.
Stage 2 – Final Review
If, after Stage 1, you are still not satisfied, you can request for your complaint to be reconsidered for a final review.
The complaint will be passed to the Operations Manager. The review will be acknowledged within 5 working days, and the outcome should be completed in writing within 20 working days of the acknowledgement letter. If the complaint is complex and additional time is needed, an extension must be agreed with you and should not exceed 20 working days.
The reason for any extension will be clearly explained to you and will include the contact details for the Housing Ombudsman.
If you remain unsatisfied after the complaints process, you can refer the matter to the Housing Ombudsman using the contact options below.
Calls are recorded for training and monitoring purposes.
Write to them
Housing Ombudsman Service
PO Box 152
Liverpool
L33 7WQ
Complaints Documents
You can view our latest Supported Housing complaints documents below. These include our Complaint Handling Code self-assessment, complaints policy, and annual complaints performance and service improvement report.
Complaint Handling Code Self-Assessment 2026
View our latest self-assessment against the Housing Ombudsman Complaint Handling Code.
Supported Housing Complaints Policy
Read our current policy outlining how Supported Housing complaints are handled and reviewed.
Complaints Performance and Service Improvement Report 2026
View our annual report covering complaints performance, learning, service improvements and the YMCA Robin Hood Group Board response.