If something is wrong in your supported accommodation, you have a right to complain, and to be taken seriously. Knowing how the process works makes it easier to get things put right.
Start with the provider
Raise the issue with your support worker or the provider first. Explain the problem and what you would like to happen. Put it in writing, even a short message, so there is a record with a date.
Use the formal complaints process
Providers should have a complaints procedure. Ask for it if you cannot find it. A good process tells you who will look at your complaint, how long it should take, and what happens if you are not happy with the response.
Keep a record
- •Write down what happened, when, and who you spoke to.
- •Keep copies of messages, letters and replies.
- •Note any dates you were told things would be sorted.
If it is not resolved
If the provider does not sort it, you can take it further. Contact your council, especially if they fund or arranged the placement. Get free advice from Citizens Advice or Shelter. Our guide on raising concerns covers the wider steps.
If you feel unsafe
Your safety comes first. If you do not feel safe, contact the council safeguarding team, and in an emergency call the police. You can also look for a better provider using our guide on spotting a good provider.
This guide is general information, not legal advice.