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 admin@chadd.org.uk
By post: You can complain in writing and send it to: Suki Kaur – Head of Business Improvement (Complaints Lead)
Brindley House
48-50 Hall Street
Dudley
DY2 7DT
We will acknowledge receipt of your complaint within 5 working days.
What to do if you are not happy with the outcome of the complaint?
If a customer is not satisfied with the response or timings throughout the above internal CHADD process, they can access independent advice and support from:
Care – Care Quality Commission – 0300 616 161 https://www.cqc.org.uk/contactus/how-complain/complain-about-service-or-provider
Housing – Housing Ombudsman 0300 111 3000 https://www.housingombudsman.org.uk/contact-us/
Regulator for Social Housing – Regulator of Social Housing – GOV.UK (www.gov.uk)
Dudley Council Safeguarding – Access to Adult Social Care Team 0300 555 0055
Independent Complaints Panel – The Central Residents Complaints Panel, St Peter’s College, Bridge Street, Saltley, Birmingham, B8 3TE
The National Housing Federation – 175, Grays Inn Road, London, WC1X 8UP
