Making a complaint

We are committed to providing a high quality service to our tenants, the people we support, their families and representatives. We recognise that feedback of all kinds helps us to learn and improve what we do. We always do our best to get things right but know that things can sometimes go wrong and there may be a reason to complain.

We support the principles of the NHS England ‘Ask Listen Do’ project which is aimed at supporting organisations to learn from and improve the experiences of people with a learning disability, autism or both, their families and carers when giving feedback, raising a concern or making a complaint.

We adhere to Local Government and Social Care Ombudsman guidance and the Housing Ombudsman Complaint Handling Code. You can find out more about the codes and guidance here. 

You can make a complaint:

  • in person
  • through a team member or colleague
  • through an advocate or representative
  • by telephone – complaints telephone line: 0300 303 9024
  • by letter
  • by email to the manager, or to the organisation’s complaints email address:
  • using the online form below

If you are a relative and want to raise a concern or complaint, find out more on the Families section of our website.

If you are supported by Dimensions and want to raise a concern, find out more on the Easy Read section of our website.

If you are a tenant of Dimensions and are unhappy with your home, find out more information here.

If you are a member of staff your line manager or regional HR Officer may be best placed to help with your concerns.

All complaints are dealt with under clear timescales and processes, outlined in our policies below.


We will process and protect the information you share with us in line with our privacy notices.

 Our policies