Norton Housing & Support strives to provide an excellent service. We welcome your comments,
suggestions and complaints in order to continue improving our service.

What should I expect?

The Tenants’ Charter is Norton Housing and Support’s commitment to ensuring it’s Service Users have simple and accessible routes for making a complaint and receive timely advice and support when things go wrong.

Norton Housing and Support takes all complaints seriously and aims to deal with them promptly, politely and fairly. 

How Do I Complain?

  • Write to 107 Newport Street, Leicester, LE3 9FU.
  • Email info@nortonhousingandsupport.org.uk
  • Call our office on 0116 2538541 (8.30am-4.30pm, Monday-Friday). You can leave a message outside of these times.
  • Tell a member of staff.
  • Current Service Users may complete a Comments, Suggestions and Complaints Form
  • Use our Contact Us Form

You may make the complaint yourself or ask someone to do it for you. For example, a relative or advocate, friend, social worker or CPN.  You may want to ask an organisation such as LAMP or Citizens Advice Bureau to help you make a complaint.

What Happens?

You will be contacted within 5 working days to let you know we’ve received your complaint.

Stage 1

Your complaint will be investigated.  This will involve talking to the people concerned, finding out what went wrong and how we can fix it.

  • You will have a single point of contact about your complaint.
  • We aim to resolve your complaint within a maximum of 10 days, but we’ll keep you updated throughout

When we respond, we will tell you what has been found out and how things will be put right.

What If I Am Not Happy With the Way My Complaint was Handled?

You can appeal within 30 days. At this appeal stage a Review Panel will be set up by the Chair of Trustees, to consider whether the correct procedures have been followed in investigating the complaint.

  • You will be invited to attend an appeal meeting (you may bring someone with you for support).
  • We aim to complete appeals within a maximum of 20 days at this stage, but we’ll keep you updated throughout

After your complaint has been closed, we may contact you to find out about your experiences of our complaints process.  Your feedback will be passed on to out Board of Trustees, in anonymous format.

 

 

Getting Help Elsewhere

If you have gone through the Norton Housing and Support complaints process, and are still dissatisfied, you can talk to your MP or local Councillor.  They can look into the complaint and try to help resolve it.

If the complaint was about housing (rather than support), you can also speak to the Housing Ombudsman Service, who can be contacted by writing to them at: Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ, by telephone on 0300 111 3000, or by email: info@housing-ombudsman.org.uk  You can look at the Housing Ombudsman’s website here