Loretto Housing Association

At Loretto your opinions really do make the difference, so we want to hear them all – positive and negative.

If we don’t get things right first time, we will listen so we can stop it happening again.

How to make a Complaint

We recognise the right of every person to make a complaint about any aspect of the service we provide.

We will investigate any complaint in a professional manner and ensure that there will be no detrimental outcome for the complainant.

We will investigate the complaint to the satisfaction of all parties involved as far as practically possible and in accordance with the Organisation’s Core Values. Our Core Values can be found here.

Should you wish to make a complaint:

  1. Please approach a member of staff with your concerns.
  2. If possible please put your concerns in writing.  Staff will assist with this if required.
  3. The staff member approached will do their best to try and resolve your complaint there and then.
  4. If it is not possible to resolve your complaint, you will be told this and the member of staff will then bring your complaint to the attention of the appropriate Line Manager or in their absence to the most senior member of staff.  Your complaint will be acknowledged in writing within 5 working days and you will be informed of the process for your complaint.

    If you require further support or are unhappy with the outcome of your complaint you can contact any of the following:

    • Area Care Manager                                                 
    • Social Work Services                                                                        
    • Advocacy Service

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