Feedback and complaints

We want to hear from you

Your feedback helps us improve. Whether you are a tenant, a family member, a referrer, a landlord or a neighbour, please tell us what we are doing well and what we could do better. Making a complaint will never affect anyone’s tenancy or support.

How to give feedback or complain

• Talk to your support worker or any member of the team
• Call us on 0115 786 4833
• Email info@marsihousing.org
• Use our contact form and choose “Feedback or a complaint”
• Write to us at Enterprise Centre, David Lane, Basford, Nottingham NG6 0JU

If you need help to make a complaint, for example an interpreter or someone to speak on your behalf, just ask.

What happens next

1. We acknowledge your complaint within 5 working days and tell you who is dealing with it.
2. We look into it, which may include speaking to you and to the people involved.
3. We respond in writing within 20 working days, explaining what we found and what we will do. If we need longer, we will tell you why and when to expect an answer.
4. If you are not satisfied, you can ask for your complaint to be reviewed by a senior manager or director.

If you are still unhappy after our final response, we will tell you about any independent organisation that may be able to help.