YMCA Heart of England
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Compliments, Complaints & Feedback

We are committed to listening to your concerns and improving our services.

YMCA Heart of England strive to do good in our communities, and we hope that you will be satisfied with the services that we provide. Still, we know that things can sometimes go wrong, and we are always looking to improve, which is why, if you have a compliment, complaint or any feedback, we’d like to hear from you.

How to submit Compliments, Complaints or Feedback
Individuals can log their compliments, complaints, or feedback by:

 

 

 

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What to expect when submitting Compliments, Complaints or Feedback

Compliments, Complaints & Feedback

Compliment, Complaint and Feedback Policy 2025

Our Policy sets out what will happen when you submit a compliment, complaint or feedback, including in particular how complaints will be recorded and investigated and the timescales for responding at each stage of the process.  This affirms our commitment to resolving complaints at the first point of contact, using feedback to improve our services and learning from all compliments, complaints and feedback.

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Compliments, Complaints & Feedback

Complaint Handling Code Self Assessment 2026-27

YMCA Heart of England complies with the Housing Ombudsman’s Complaints Code, providing a high-quality and regulated standard for handling complaints. We complete an annual self-assessment to ensure our policies and procedures are compliant with that code.

Compliments, Complaints & Feedback

Annual Complaints Performance and Assurance Report 2026

In addition to the self-assessment we provide an annual complaints report for our Trustees who review and comment on our complaints performance, helping us to ensure that we provide a good service and to identify improvements for the year ahead.

"The Board is committed to ensuring that YMCA Heart of England operates an effective and accessible complaints process that complies with     the Housing Ombudsman's Complaint Handling Code and supports a culture of accountability, learning and continuous improvement. The Board receives regular reports on complaints performance, outcomes and learning, enabling it to maintain oversight of complaint handling across the organisation and to monitor the implementation of service improvements arising from customer feedback. This approach ensures that complaints are considered not only on an individual basis but also as a source of organisational learning, helping to identify trends, address recurring issues and improve service delivery. The Board welcomes feedback in all its forms and remains committed to ensuring that complaints are handled fairly, consistently and promptly, with lessons learned used to strengthen services and enhance the customer experience."
Dawn Ward, Chair of the Board of Trustees

Still Unhappy?

If a complainant has exhausted our complaints process and you would still like to escalate your concerns further, you could consider getting in contact with our regulators, as appropriate:
We will be happy to support any complainant to make this contact if this is required:
Exchange Tower, Harbour Exchange Square, London E14 9GE
Tel: 0300 111 3000 Fax: 020 7831 1942
info@housing-ombudsman.org.uk
www.housing-ombudsman.org.uk
To make a complaint about advertisements or emails received from YMCA Heart of
England: https://www.asa.org.uk/make-a-complaint.html
To make a complaint about a charity:
https://www.gov.uk/complain-about-charity
The Information Commissioner’s Office
To make a complaint about data protection:
https://ico.org.uk/make-a-complaint/
To make a complaint about a provider, Ofsted regulates:
https://www.gov.uk/government/organisations/ofsted/about/complaints-procedure

More Information

If YMCA Heart of England receive a complaint which has been escalated via a regulatory body e.g. the Housing Ombudsman, we would ensure that we adhere to the timescales set out in the complaint handling code and ensure any information requested is returned within these timescales.
If the complaint relates to any issues relating to the safeguarding of an adult or child in receipt of services delivered by YMCA Heart of England, please ensure you contact the following organisations, where appropriate:
Safeguarding Adults Team
P.O Box 15537
Birmingham
B2 2PQ
BSABsupportteam@birmingham.gov.uk
PO Box 17340
BIRMINGHAM
B2 2DR
BSCP.ContactUs@birminghamchildrenstrust.co.uk
PO Box 15
Council House
Earl Street
Coventry
CV1 5RR
Adults: CoventrySAB@coventry.gov.uk