Compliments & Complaints

CHADD prides itself on getting things right, however, we know that sometimes things can go wrong. If your experience with CHADD has been an unhappy one, it is important to let us know so we can improve. Similarly, if you have had a pleasant experience, we would love to hear about it. We have also added information on how to deal with any complaints around Anti-Social Behaviour.

Documents:

CHADD Complaints Policy and Procedure as a PDF

CHADD Complaints Procedure as an Easy Read document

Our Self-Assessment for the Housing Ombudsman Complaints Code

Our Annual Complaints Report

View Our Service Standards Here

Compliments

We really appreciate any positive feedback given from anyone who has encountered our service. This information helps us strengthen the services we operate. To send positive feedback or compliments via email or post please address them to:

Suki Kaur Head of Business Improvement (Complaints Lead)

Brindley House
48-50 Hall Street
Dudley
DY2 7DT

Email: admin@chadd.org.uk

Complaints

 

What is a complaint? A complaint is when you feel that the CHADD has let you down in some way, e.g. we have not provided the service promised in your Tenancy or Licence Agreement, or Support Agreement, or a member of staff has been rude or unhelpful. If you are unsure, please read our Complaints Procedure by clicking here.

Please note that reporting a faulty appliance or a blocked drain is not a complaint, it is a request for a repair to be carried out.

What to do if you have a complaint?

 

You can complain verbally or in writing, either way, it will be taken seriously.  If you wish, a friend or representative can help and support you in making your complaint. Here is how you can complain.

Head of Supported Housing and Operations- Jean Reid

Head of Care – Jodi Klaus

By phone: You can complain over the phone by calling 01384 456 465

By email: You can complain via email at