Complaints Procedure

We want to know when something is not right. Complaints help us improve, and raising one will never affect the quality of accommodation or support anyone receives from us. Residents have the right to complain too: our complaints process is explained to every resident in a way appropriate to their age and communication needs, and residents are supported to access independent advocacy where appropriate.

How to complain

• Speak to any member of our team, who will listen and record your concern
• Call us on 01632 960 960
• Email us at hello@pavillionhomes.co.uk
• Write to us at The Grainger Centre, Stubbins Hill, Edlington, Doncaster, South Yorkshire DN12 1JN

What happens next

• We will acknowledge your complaint within 3 working days
• A manager will investigate and give you a full response within 20 working days. If we need longer, we will explain why and keep you updated
• If you are not satisfied with the response, you can ask for it to be reviewed by a director

If you are still not satisfied

If we cannot resolve your complaint, you can escalate it to the relevant regulator for the service involved, or to the local authority. A resident's social worker or advocate can also help escalate concerns, and we will always tell you who to contact.

Advocacy

Residents are supported to access independent advocacy where appropriate. Anyone who would like support to make a complaint can ask the local authority about advocacy services in their area.