Feedback & Complaints.
(Residents & Service Users)
The Exaireo Trust is dedicated to treating everyone with dignity and respect while providing good-quality homes and services. You have the right to complain if dissatisfied with our services, standards, actions, or inactions by our staff or representatives. We view complaints as opportunities to improve our services and maintain high standards.
If you need assistance with writing or language, an Exaireo worker can help you access the process, including completing a complaint form. We are committed to addressing your concerns and will inform you of the outcome. Exaireo follows the Housing Ombudsman’s
​How to make a complaint?
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Talking to a member of staff, this could be your keyworker. We will listen, clarify, and resolve complaints quickly if possible.
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Calling the office on 01509 266422
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Emailing us at info@exaireo.org
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Writing to us at: The Exaireo Trust, 5 The Coneries, Loughborough, Leicestershire, LE11 1DZ.
What happens next?
You can make a complaint in any of the following ways:
We will:
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Acknowledge your complaint within 5 working days from when the complaint is received.
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Provide a formal response within 10 working days from when the complaint is acknowledged.
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Accept where we get things wrong, put it right, and learn from our mistakes.
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Explain what you can do if you disagree with the outcome.​
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You can also read our full Complaints Policy and Procedures for more information about how we deal with complaints and what happens if you disagree with our response. Exaireo staff are happy to explain this policy to you if needed. A summary of the main points is available here.
The Housing Ombudsman Service
Exaireo operates under the Housing Ombudsman Service. This means you can get independent advice, and assurance that the ultimate decision on your complaint will be fair.
You can contact the Housing Ombudsman Service at any point during your complaint, but they cannot investigate your complaint until it has gone through our internal complaints process. However, the Ombudsman may be able to support in reaching a resolution.
You can contact them if you disagree with our final response. Their contact details are:
Website: www.housing-ombudsman.org.uk/
Email: info@housing-ombudsman.org.uk
Phone: 0300 111 3000
Write to: Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET
Exaireo staff will be happy to help you access and work with The Ombudsman Service to finally resolve any remaining dispute.
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This includes how we are complying with the Housing Ombudsman’s Complaints Handling Code.
Your can read our Annual Self-Assessment and our Annual complaint performance and service improvement report to see how we did between April 2023 and March 2024. Our Board of Trustees is fully involved in ensuring Exaireo does what it should when regarding complaints. You can check out our Trustee Statement to see that they are monitoring Exaireo’s performance and reflecting on what we can do to improve.