At Sanitas Domus, we are committed to providing high-quality housing and support services. We recognise that there may be occasions when we do not meet expectations. When this happens, we welcome feedback and complaints as an opportunity to improve our services.
We will:
Treat all complaints seriously.
Handle complaints fairly, respectfully, and confidentially.
Investigate concerns promptly and thoroughly.
Keep you informed throughout the process.
Learn from complaints to improve our services.
A complaint is any expression of dissatisfaction about:
Our services or support.
Communication from our team.
Delays or failure to provide a service.
The actions or behaviour of staff or representatives acting on our behalf.
You can submit a complaint by:
Emailing us through our website contact form.
Writing to us at our registered office.
Contacting us by telephone.
Speaking directly with a member of our team.
Please provide:
Your name and contact details.
A description of your complaint.
Relevant dates or supporting information.
The outcome you are seeking.
We will acknowledge your complaint within 5 working days and begin an investigation.
We will review the information provided and may contact you for further details.
We aim to provide a written response within 20 working days wherever possible.
If you remain dissatisfied, you may request a review of the decision by senior management.
All complaints will be handled confidentially and in accordance with applicable data protection legislation.
We regularly review complaints to identify trends, improve services, and strengthen our procedures.
For complaints relating to Sanitas Domus, please contact us through our website:
sanitasdomus.co.uk/contact
