Make a complaint
If you are unhappy with any part of our service, you can raise a complaint here. We will listen, investigate fairly, and work to put things right.
Something not right? Tell us directly.
Use the form below or email complaints@roomflexhousing.org.uk. We acknowledge complaints within 5 working days.
Submit your complaint
Fill in the form below with as much detail as you can. Making a complaint will not affect your accommodation or how we work with you.
We listen, we investigate, we act
Everyone has the right to raise a concern and be treated with respect. We are committed to handling complaints fairly, transparently and without prejudice.
At RoomFlex Housing, we strive to provide the highest standard of supported exempt accommodation. We recognise that despite our best efforts, things can sometimes go wrong. When they do, we want to know — so we can learn, improve and make things right.
Making a complaint will not affect your accommodation, your referral, or how we work with you. We treat every complaint confidentially and investigate each one with care and impartiality.
Who can complain?
- Current or former residents
- Referring organisations and local authorities
- Support providers and partner organisations
- Landlords and managing agents
- Family members or advocates acting on behalf of a resident
- Members of the public affected by our services
What happens after you complain
We follow a clear, structured process to ensure your complaint is dealt with promptly and fairly.
Acknowledgement
We will acknowledge your complaint within 5 working days of receiving it, confirming we have logged your concern and outlining the next steps.
Investigation
A designated member of our team will investigate your complaint thoroughly, gathering all relevant information and speaking to those involved where appropriate.
Response
We aim to provide a full written response within 10 working days. If we need more time, we will let you know and explain why.
Resolution
We will set out our findings, any actions taken, and what you can do if you remain dissatisfied with the outcome.
If you remain dissatisfied
If you are not satisfied with our response, you may request a review of your complaint at a senior level within RoomFlex Housing. We will explain how to do this in our written response.
Once you have completed our internal complaints process, you may be able to refer your complaint to an independent body such as the Housing Ombudsman Service or the Information Commissioner's Office (for data protection concerns), depending on the nature of your complaint.
For urgent safeguarding concerns, please contact us immediately by email at complaints@roomflexhousing.org.uk. If someone is at immediate risk of harm, please contact the emergency services on 999.