COMPLIMENTS AND COMPLAINTS
We actively encourage people to make comments and, if appropriate, complain about aspects of the service we provide. The information below explains more about how you can do this.
At MY Trust, we’re committed to providing the best possible service and welcome feedback from everyone we work with. If something hasn’t met your expectations, we want to hear from you.
Our complaints policy is designed to make sure any issues are handled quickly, fairly, and openly. We take all complaints seriously and aim to resolve them as smoothly as possible.
Listening to feedback helps us learn, improve, and continue providing a service you can trust.
We welcome and encourage you to tell us if we have done something well. We monitor your compliments and seek to learn from good practice and what people tell us is important to them.
What is a Compliment?
An expression of dissatisfaction, however made, about the standard of service, actions, or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual or a group.
What is a Formal Complaint?
Please note: reporting or requesting a repair at your property is not a complaint and you should follow the procedure for reporting maintenance jobs. If you are not happy with the response time or quality of maintenance work undertaken, this can be registered as a Concern or Complaint.
How to resolve your concerns or problems formally
A formal complaint may be made in writing, verbally (over the telephone or face to face), or via our website, an SJMT email address or social media account or to any member of staff. Formal Complaints can be raised anonymously or via a third person ‘advocating’ on the resident/clients behalf, but please be aware that anonymous complaints may be difficult to fully investigate.
The Trust recognises the important role provided by advocacy services in assisting residents/clients through the complaints process and will ensure that you are made aware of how to contact a local advocacy service.
We will write to you acknowledging your complaint within 3 working days. We aim to complete a full investigation within 10 working days. If you are not satisfied with the outcome of the investigation, you will be informed about how you can appeal.
If your complaint is about the Chief Executive, you may send this directly to the Chair of Trustees chair@mytrust.org.uk
You can download our forms and reports by clicking on the buttons below.