Complaints and Compliments

---

At Nova-Star Supported Living, we’re committed to providing excellent homes and services.
We know that sometimes things can go wrong — and when they do, we want to put them right quickly and learn from every experience.

Your feedback helps us to improve. Whether it’s a complaint, a compliment, or a suggestion, we take every comment seriously and handle it with care and respect.

1. Stage 1 – Informal Resolution
   Most issues can be resolved quickly by speaking with a member of staff or your support worker.
   We’ll listen, aim to understand the problem, and try to fix it within five working days.
2. Stage 2 – Formal Complaint
   If you’re not satisfied, you can make a formal complaint.
   We’ll acknowledge your complaint within two working days and aim to provide a full written response within 20 working days.
   If more time is needed, we’ll explain why and keep you updated.
3. Stage 3 – Independent Review
   If you’re still unhappy with our response, you can escalate your response to the Housing Ombudsman for an independent review.

You can contact the Housing Ombudsman Service for independent advice and resolution:
📞 0300 111 3000
🌐 www.housing-ombudsman.org.uk

We can help you make a complaint if you find it difficult to do so yourself — just let us know, and we’ll support you through the process.

• You’ll never be treated unfairly or lose your home because you’ve made a complaint.
• We’ll treat all complaints confidentially and investigate them fairly.
• We’ll use your feedback to make positive changes to our services.