Make a complaint

 At Mingo Homes, we are committed to providing a safe, supportive, and comfortable environment for all our residents and families. We value your feedback and encourage you to voice any concerns or issues you may have, so we can work to resolve them as quickly as possible.

If you are unhappy with any aspect of our service, whether it's the support you receive, the facilities, or any other concerns, please follow the steps below to make a complaint.

We encourage you to start by discussing your concern with a member of our team. This could be your key worker, a support staff member, or the manager. Often, issues can be resolved quickly and informally at this stage.

• In-Person: You can approach staff directly during regular hours.
• By Phone: Call us to discuss your concerns.

If your issue isn't resolved informally or you prefer to make a formal complaint, you can submit it in writing. We take every complaint seriously and aim to resolve all issues fairly and efficiently.

How to Submit a Complaint:

• Email: Download  and complete our complaints form (with as much detail as possible, including dates, locations, and any relevant names.) and send your complaint to info@mingohomes.co.uk 

What Happens Next

Once we receive your formal complaint, we will:

1. Acknowledge Your Complaint: We will acknowledge your complaint within 3 working days of receiving it.
2. Investigate: Your complaint will be reviewed, relevant parties spoken to, and all necessary information gathered
3. Response: We aim to provide you with a full response within 10 working days. If we need more time to investigate, we will inform you of the delay and explain the reasons.

We are here to ensure your voice is heard and your concerns are addressed.

If you are not satisfied with the outcome of your complaint, you can request an appeal. The appeal will be reviewed by a senior manager who was not involved in the original investigation. To request an appeal, please make contact within 10 days of receiving our response.

If you are still not satisfied after going through our internal complaint process, you can escalate your complaint to external agencies, including:

• Local Government and Social Care Ombudsman:
  Visit Ombudsman Website
• Children's Commissioner (For complaints related to young people):
  Visit the Children's Commissioner Website

If you are still not satisfied after going through our internal complaint process, you can escalate your complaint to external agencies, including:

• Local Government and Social Care Ombudsman:
  Visit Ombudsman Website
• Children's Commissioner (For complaints related to young people):
  Visit the Children's Commissioner Website