Is it right?


At Depaul UK we want to ensure that all of our customers have a fair, consistent and accessible way of making complaints. That is why we have procedures in place that can be used by any resident, service user, neighbour or member of the general public.

We recognise and value your feedback and believe that this can help us to improve how we deliver our services to you.


Download Complaints, Comments & Compliments form


You can contact to request the form  in another format or to request a copy of our Complaints, Comments and Compliments Policy and Procedures. Please complete and return the form using Adobe Acrobat, or return it to

You can

  • Make a complaint if you are dissatisfied with one of our services and want us to put something right.
  • Make a comment if you have an idea, suggestion or observation about one of our services.
  • Make a compliment if we got something right.


What is a complaint?


A complaint is an expression of dissatisfaction. Complaints let us know when one of our customers (you) is unhappy with one or more of the services that we provide. Making a complaint gives us the opportunity to put things right and make changes. We will accept complaints in writing – by letter, email and through filling in one of our Complaints, Comments and Compliments forms.

You can use the same form to make a comment or compliment.

Please note if your complaint is regarding anti-social behaviour we have dedicated procedures to deal with this. Please contact us for more information or to make a report.


What is a comment?


A comment is a suggestion, idea or observation about our services. Any customer can make a comment about our services, how they access our services, the staff that deliver them and so on.

Comments help us to be innovative and creative about the way in which we deliver our services to customers. When we receive a comment from you, we will write to you to thank you and let you know how we have used your suggestions and ideas to make improvements.

What is a compliment?


A compliment is positive feedback from a customer regarding an area of our service, or service delivery. A compliment may also be about the person who provided the service, or more generally about the service we have provided.

Compliments let us know we are getting it right. When we receive a compliment from you, we will write to you to thank you and let you know how we have used your compliment.

To make a complaint, comment or compliment please fill in the form at the bottom of the page and return it to any member of staff at Depaul UK. If you need help to complete it, a member of staff will be able to assist you.


Our complaints procedure


Informal resolution

Before starting the process of making a formal complaint, please take the time to discuss your concerns with any member of staff. At this point we will look into the matters that you raise and try to resove them before starting the formal process. We want the opportunity to put things right for you as soon as possible.


Formal complaints procedure


Stage one

Your complaint will be dealt with immediately by a member of staff and we will contact you with an outcome in writing within seven working days.

Stage two

If you are unhappy with the outcome of your complaint at stage 1, an Area Director or Assistant Area Director will oversee the investigation of the matters you have raised. They will appoint a peer manager who may speak with all parties involved.

This will involve checking our procedures have been followed and reviewing the outcome you received at stage 1. You will be notified of their decision in writing within 10 working days.

Stage three

If you are still dissatisfied with the outcome at stage 1 and stage 2, an Executive Director will review your complaint in full and check that our procedures have been correctly followed. The Executive Director will also review the outcome you received at stage 1 and 2, and will write to you to inform you of their decision within 10 working days.

Still not satisfied?

If you have received a decision at Stage 3 and are still not satisfied, you can escalate the matter further to an independent body such as: the Housing Ombudsman, Homes and Communities Agency (for residents of Depaul Housing Services), your Local Authority, Citizens Advice, a Recognised Designated Person, your local MP or Solicitor. For details of how to contact any of the above organisations or authorities, please speak to any member of staff from Depaul UK or email


Housing Ombudsman Self-Assessment

Depaul UK has completed the Housing Ombudsman Self-Assessment to review our compliance with the new Compliant Handling Code published on 1 September 2020. Our completion of this self-assessment is based upon annual complaints data from complaints received by us during 1 January 2019 to 31 December 2019.

We will be publishing our reviewed Complaints, Comments and Compliments Policy and Procedure in early 2021. Please check back for further updates.

Download self-assessment form