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HOW TO CONTACT US IF YOU ARE A FRAMEWORK RESIDENT

Framework resident
Framework staff

Speak to a member of Framework staff

If you have a Support Worker you can contact them directly if you have any questions.

If your accommodation is staffed, you can also speak to any member of the team who will be able to help you.

Framework resident

Out of hours support

If you need support out of office hours, you can call our Duty Manager System on 0800 0131324.

This number is available from 5pm to 9am weekdays and 24 hours per day over weekends and Bank Holidays.

 

Mental health support

Anti-social behaviour

If you wish to report anti-social behaviour, you can complete our short form here.

You can also speak to a member of staff if you feel comfortable to do so.

We aim to reply to your initial report of ASB within one working day.

Framework resident making a phone call

Safeguarding concerns

If you have witnessed something that doesn’t feel quite right we would encourage you to speak to a member of Framework staff. If your concern relates to a member of staff, we will make sure your complaint is not addressed by them.

You can read our safeguarding leaflet for more information.

 

Framework resident making a phone call

General enquiries

If you have a general question or you are not sure who to speak to, you can contact us via our main phone number during office hours. Call us on 0115 841 7711.

MAKING A COMPLAINT

We work hard to fulfil our duties and be a positive and supportive landlord. However, we understand that sometimes we might not get things quite right. If you need to make a complaint, we aim to provide you with a quick and fair response.

If you are a Framework resident and would like to make a complaint, you can do any of the following:

• Complete our Resident Complaint Form below
• Email complaints@frameworkha.org
• Speak to any member of Framework staff or contact our Head Office on 0115 8417711.

Framework is a member of the Housing Ombudsman Scheme and must follow the Complaint Handling Code.  For more information, please visit www.housing-ombudsman.org.uk

If you are a member of the public and wish to make a complaint, please refer to our Contact Us page. 

 

Our Complaints Policy can be found here and our Housing Services Complaints Procedure can be found here.

There are two stages to our Complaints Policy:

  • Stage 1 is a thorough investigation by the Customer Satisfaction Manager. Your complaint will be acknowledged within 5 working days and responded to in full within a further 10 working days
  • Stage 2 is a review by a Senior Manager of the stage 1 decision upon request. Your request will be acknowledged within 5 working day and responded to in full within a further 20 working days.

If more time is needed to resolve the issue at either stage, the deadline can be extended by a further 10 working days.

 

Make a complaint

Resident Complaint Form