Introduction
This guide explains how supported housing clients can raise a complaint with Quo Vadis Trust, what to expect throughout the complaints process, and where to go for further support if they remain dissatisfied. It has been designed to make the complaints process clear, accessible and easy to follow.
Key Highlights
Multiple ways to raise a complaint
Clients can make a complaint in the way that suits them best, including speaking to a member of staff, contacting their Housing Manager, by telephone, email, post or online. Family members, friends and advocates can also raise complaints on a client's behalf.
A clear two-stage complaints process
The guide explains what happens at every stage of the complaints process, including response times, review rights and how to contact the Housing Ombudsman Service if a client remains dissatisfied after QVT has responded.
Complaints Process at a Glance
Ways to make a complaint
- Speak to a member of staff
- Contact your Housing Manager
- Telephone or email
- Write to us
- Family member, friend or advocate
Clients can raise a complaint using whichever method is most convenient for them.
How your complaint is handled
Step 1
- Acknowledgement within 5 working days
- Response within 10 working days
Step 2
- Request a review within 20 working days
- Final response within 20 working days
If still dissatisfied:
Housing Ombudsman Service
Every complaint follows a clear two-stage process, with published response times and the right to contact the Housing Ombudsman Service if required.
Source: QVT Client Guide – How to Complain (Supported Housing) 2025/26.
Download the full guide
Download the complete Client Guide – How to Complain (Supported Housing) to learn more about raising a complaint, what to expect throughout the process and where to go for independent support if you remain dissatisfied.