Supported housing across London
020 3441 7710info@albanyhousingtrust.orgStaff
Albany Housing Trust

Residents and feedback

Tell us what needs attention.

Make a complaint, suggest an improvement or report a maintenance problem. Each message is stored securely for Albany staff to review.

Make a complaint

We are sorry if something has gone wrong. Please tell us clearly what happened so we can respond.

We will store this securely for staff to review.

Suggest an improvement

Good ideas often come from the people using our services. You may ask to remain anonymous.

We will store this securely for staff to review.

Report a maintenance problem

Describe the problem, where it is and how urgent it feels. If there is immediate danger, call the emergency services.

We will store this securely for staff to review.

Complaints procedure

How Albany will deal with your complaint

Stage one

You can tell any Albany representative that you wish to complain, even as an informal comment. We will record the details, try to resolve the problem there and then where possible, and apologise where appropriate.

Stage two

The Operations Manager will acknowledge the complaint within five working days, ask for more information if needed, and aim to investigate and provide a full reply within seven working days.

Stage three

If you remain dissatisfied, the matter can be referred to the Director or HR. They will acknowledge it within three working days and aim to provide a full reply, findings and actions within 14 working days. We will provide updates if it takes longer.

Complaint records are treated as confidential information.