We hope that everyone who uses our services has a positive experience but we know we don’t always get it right and there’s always room to make improvements.
Our philosophy is to put people we’re supporting at the heart of everything we do and we’re committed to listening and learning from your experiences so we can continuously improve our services.
If you’ve had a good experience or there’s something you really like about the support you’ve received from us we’d love to hear about it. Or if you’ve got ideas about changes we could make to improve our services then let us know. You can either pass your suggestions or comments on to your recovery worker or put them in writing.
You’ve the right to make a complaint if you’re not happy about any aspect of your support package or accommodation.
In the first instance we’ll try to resolve your complaint locally on an informal basis as we’ve found that most issues can be resolved quickly this way.
However, if you’re not satisfied with the response of the local team then you can make a formal complaint which is dealt with at a more senior level.
Our feedback leaflet explains how to do this. Download a copy of our feedback and complaints policy here. Download a copy of our feedback and complaints procedure here.
Richmond Fellowship is a Registered Provider of social housing and is therefore a member of the Housing Ombudsman Scheme. The Housing Ombudsman Service is a fair and impartial service which was set up by law to look at complaints about housing organisations that are registered with them. Their service is free of charge to all residents in social housing.
You can contact the Ombudsman at any point during the complaint process. The Ombudsman’s website explains the type of assistance they can offer.
Richmond Fellowship produces an annual report and self-assessment on how well it meets the requirements of the Housing Ombudsman’s Complaint Code, when dealing with complaints from residents.
Richmond Fellowship is part of Recovery Focus, a group of charities with the shared aim to Inspire Recovery Together www.recoveryfocus.org.uk
Richmond Fellowship has merged with Humankind to form a new organisation
Humankind Charity (Humankind) is a company registered in England | Registered Charity No. 515755 | Registered Company No 182 0492 | VAT 413 2088 32 | Registered Provider 4713
Head Office: 80 Holloway Road London N7 8JG
Tel: 020 7697 3300 Fax: 020 7697 3301
