Make a Complaint
If you’re reading this, something may have gone wrong - we’re really sorry if it has.
We are committed to delivering high-quality housing and support services. However, we recognize that there may be times when we don’t meet the expectations of our residents. Our complaints policy ensures that we learn from feedback, adapt, and continuously improve our services to better meet your needs.
Thank you for taking the time to help us improve our service for you and everyone else. This page tells you about how we respond to complaints, and what you can expect us to do if you complain to us.
How to complain in the first instance
The first thing to do is let us know what’s happened – please provide as much information about your complaint as possible.
We’ll need to know:
Exactly what’s gone wrong, and how and when it happened
Anything specific you’d like us to do to put things right
Your name, address, and contact phone number
Anything else you think is relevant
Once we have this information, we’ll be able to start looking into your complaint.
How we will deal with your complaint
We will pass your complaint to a senior member of our team who will will thoroughly investigate your complaint and make every effort to resolve it.
We will then write to let you know our final response. This letter will include details of what we found, what we plan to do as a result, and why we made the decision we came to. If it looks like these investigations will take more than eight weeks from when you first contacted us, we will keep you updated on our progress.
Contacting us
You can contact us in any of the following ways. Please mention that you wish to make a complaint using our complaints process.
E-mail: info@sclondon.org
Post: Shelter Community, 62A Elliott Road, Chiswick, London, W4 1Pe
Ombudsman
You have the right to contact the Housing Ombudsman at any point in the complaints process, including after our final response. The contact details for the Housing Ombudsman are:
Online Form: https://www.housing-ombudsman.org.uk/residents/make-a-complaint/
Email: info@housing-ombudsman.org.uk
Phone: 0300 111 3000
Post: Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET
Our Complaints Policy
You can download a copy of our full complaints policy that are part of our handbook here.
Contact us
62A Elliott Road, Chiswick, London, W4 1PE