Complaints/ Compliments / Feedback

We welcome feedback on the service we deliver and if you wish to compliment us, give us suggestions for improvements or make a complaint then please use the feedback box by clicking here.

Our complaints procedure is outlined below and can be used by anyone who is not satisfied with any aspect of our service.

The complaints procedure has 3 stages:

Stage 1: Action

Make your complaint to any member of staff at the Stonham service:
Your Service’s name: Stonham HomeStay - Harrogate, Scarborough and Ryedale districts.
Service Manager’s name: Eve Hartley – Harrogate / Kevin Bradshaw – Scarborough & Ryedale
Service Manager’s Email address: eve.hartley@homegroup.org.uk – Harrogate / Kevin.bradshaw@homegroup.org.uk

Staff can support you with this if you want, or you can ask someone else to help.

If you feel you cannot make the complaint to someone at your own service, you can contact the Area Business Manager:
Name: Jolan Gergely (Area Business Manager)
Address: Home Area Office
Stonham
256 Marton Road, Middlesborough
Postcode: TS4 2EZ
Email address: jolan.gergely@homegroup.org.uk
Telephone number: 01642 755914

Your Service Manager is responsible for making sure we deal with your complaint and will acknowledge it within five working days. The manager, or another person they ask, will look into your complaint. The Service Manager will then write to you within a further 15 days to tell you the action we are taking and the outcome.

Stage 2: Review

If you are not satisfied with the response you receive, you can ask the Area Business Manager for your area to review the complaint and the action we took. If you made your original complaint at Stage 1 to the Area Business Manager, then you should contact the Operations Director for your region, who is:
Name: Sally Parsons (North Region Director)
Address: Stonham
Meridian House
Artist Street, Armley Road, Leeds
Postcode: LS12 2EW
Email address: sally.parsons@homegroup.org.uk
Telephone number: 0113 246 8660

The person you contacted will acknowledge your request within five working days. They, or another manager they ask, will look into your request. We will write to you within a further 15 days to tell you the outcome of their review.

Stage 3: Appeal

If you are still not satisfied with the outcome of the review at Stage 2, you can appeal to Stonham’s Board to ask them to look into your complaint so far.
The Executive Director - Stonham
2 Gosforth Park Way
Gosforth Business Park
Gosforth
Newcastle upon Tyne  NE12 8ET
Tel: 0845 155 1234
Fax: 0845 155 0394.

The Executive Director will acknowledge your appeal within five working days of receiving it. They will normally ask another director, or the Head of Policy and Business Support, to look into your appeal.

A panel including a Board member and a director will hear your appeal. We’ll invite you to meet the panel so you can tell them why you want to appeal and what you would like to happen next. You do not have to attend.

The panel’s job is to look at how we dealt with your complaint and decide if your appeal is reasonable. The Executive Director will write to you to tell you the outcome of your appeal within 15 working days of the meeting.

The Ombudsman

If you are still not satisfied, you can appeal to the Housing Ombudsman. The Ombudsman will not normally look at your complaint until you have been right through the three stages of Stonham’s complaints procedure.

The Housing Ombudsman Service
81 Aldwych
London WC2B 4HN
Telephon number: 0845 7125 973 (calls are charged at the rate of a local call).
Minicom: 020 7404 7092
Fax: 020 7831 1942
Email: info@housing-ombudsman.org.uk