Welcome to the complaints area of our website.
We are committed to providing a high-quality service for our customers and working in an open and honest way that builds trust and respect. While we strive to deliver excellent services, we recognise that sometimes things go wrong. When this happens, we want to know about it so that we can put it right.
Take a look at the information below which tells you all you need to know about complaints.
Our complaints process has two simple stages. Find out more about this in our Complaints and Compliments Policy.
You can make a complaint using our online Start Form or by sending an email to complaints@salvationarmyhomes.org.uk
The Housing Ombudsman Service is an independent and impartial body, set up to resolve disputes involving tenants and social landlords. The service is free and assists residents who are unhappy with how a complaint has been dealt with by their landlord.
A statutory Complaint Handling Code sets out the requirements for landlords to follow to enable complaints to be handled effectively and fairly. The code promotes a positive complaints culture with the aim of strengthening landlord-resident relationships.
The Housing Ombudsman also monitors compliance of the code by social landlords. This means Salvation Army Homes must submit an annual self-assessment to the Ombudsman. You can read the full self-assessment below along with our Board’s response to our Complaint and Service Improvement Report 2024-25.
Social Landlords are required to have a Member Responsible for Complaints (MRC). The MRC is responsible for ensuring Salvation Army Board members receive regular information on complaints providing an insight into our complaints handling performance. Read more
about our MRC here.
Complaints help us understand what isn’t working well and show us where we can make our services better. By looking closely at the feedback we receive, we can stop the same problems from happening again.
To be open and honest, we share a summary of our complaints every quarter. This includes how many complaints we received, what they were about, how we dealt with them, and what we learned. We hope you find this information helpful.
