Have your say
How to raise a concern
You can raise a concern by telling a staff member, calling us on 01273 405 800, emailing feedback@southdown.org, or by completing the formal form below.
Support with your complaint
Advocacy and consent
If you are complaining on behalf of someone else, we will need their written confirmation that they are happy for you to act for them.
Translation
If you need a translator or interpreter, please let us know and we will do our best to arrange this.
Accessibility
If you need more time during the complaints process due to a disability, we will adjust our deadlines to support you.
Our process
Timeline
We will acknowledge your complaint within 5 working days and aim to provide a full response within 10 working days.
Fairness
Making a complaint will never affect the quality of support you receive now or in the future.
Recording
We keep a clear written record of all issues raised and actions taken.
Helpful documents
Download our complaints policy, information leaflet, and whistleblowing policy:
Not satisfied with our response?
If you are not satisfied with how we handled your complaint, you have the right to contact the external agencies that regulate us:
Tenants or shared owners of a Southdown property
Housing Ombudsman Service
PO Box 152, Liverpool, L33 7WQ
0300 111 3000
You can also contact the Housing Ombudsman at any stage during your complaint if you feel we have not followed our processes properly.
Learning disability services
Care Quality Commission (CQC)
03000 616161
You can also contact the organisation that funds the support - often the local authority. If you are not sure who that is, we can let you know.
Mental health and housing support services
Parliamentary and Health Service Ombudsman
Millbank Tower, 30 Millbank, London
Helpline: 0345 015 403
You have a legal right under the NHS Constitution to make a complaint about any NHS service. Find your local Healthwatch for independent advice and advocacy.
Data protection issues
Information Commissioner's Office (ICO)
Wycliffe House, Water Lane, Wilmslow, SK9 5AF
0303 123 1113
Whistleblowing
Whistleblowing is when someone speaks out about wrongdoing - such as unlawful activity, failures to comply with legal obligations, or risks to health and safety.
We view this as a positive act that keeps our services safe. All concerns are treated in the strictest confidence.
You can also contact our Freedom to Speak Up (FTSU) Guardian:
Vince Ricot Learning Development Business Partner
Want to share a compliment?
If someone has made a difference, we would love to hear about it.
Helpful links:
Other ways to connect with us: