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Compliments, Complaints & Concerns
How to provide feedback about the Trust
We actively encourage people to make comments and, if appropriate, complain about aspects of the service we provide. The information below explains more about how you can do this.
What is a Compliment?
We welcome and encourage you to tell us if we have done something well. We monitor your compliments and seek to learn from good practice and what people tell us is important to them.
What is an Informal Concern?
A concern usually refers to an issue someone may want to raise informally. You may want to make us aware of something that you feel we could improve or do better.
What is a Formal Complaint?
An expression of dissatisfaction, however made, about the standard of service, actions, or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual or a group.
Please note: reporting or requesting a repair at your property is not a complaint and you should follow the procedure for reporting maintenance jobs. If you are not happy with the response time or quality of maintenance work undertaken, this can be registered as a Concern or Complaint.
How to resolve your concerns or problems informally
Where possible, we encourage you to raise concerns directly with the staff members involved in the service you or someone you represent is accessing. They will aim to resolve this within 5 working days.
Concerns may be raised verbally, in involvement meetings, in writing, by using the form below or via email at concerns@sjmt.org.uk. We will always acknowledge receipt of your concern and we will keep you informed of any outcome.
How to resolve your concerns or problems formally
A formal complaint may be made in writing, verbally (over the telephone or face to face), or via our website, an SJMT email address or social media account or to any member of staff. Formal Complaints can be raised anonymously or via a third person ‘advocating’ on the resident/clients behalf, but please be aware that anonymous complaints may be difficult to fully investigate.
The Trust recognises the important role provided by advocacy services in assisting residents/clients through the complaints process and will ensure that you are made aware of how to contact a local advocacy service.
We will write to you acknowledging your complaint within 3 working days. We aim to complete a full investigation within 10 working days. If you are not satisfied with the outcome of the investigation, you will be informed about how you can appeal.
If your complaint is about the Chief Executive, you may send this directly to the Chair of Trustees chair@sjmt.org.uk
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