Compliments and Complaints
Making a Compliment
If you have been happy with our services, then please leave us a compliment so that we are aware how we can continue to deliver the best quality of service for you.
When to Complain
YMCA Norfolk aims to offer you the best service, so when something goes wrong or is not up to the standard you expect, we encourage you to let us know.
We treat all complaints seriously and will do our best to settle your complaint as soon as possible. You will be kept informed about what is happening and any action that may be taken. Complaints will be responded to as per our Complaints and Compliments Policy which you can find here.
How to make a Compliment or Complaint
Compliments and Complaints can be raised in any way and with any member of staff. Ways of raising compliments and complaints include:
- via email at info@ymcanorfolk.org
- Speaking to a member of staff at one of our services
- Phoning 01603 621263 Ext 128
- Writing a letter to YMCA Norfolk, Aylsham Road, Norwich, NR3 2HF
Anti-Harassment and Bullying Policy
We are committed to providing a working environment that is free of harassment
and bullying, and where everyone is treated, and treats others, with dignity and respect. We maintain a zero-tolerance policy towards any form of bullying, harassment, victimisation
or intimidation as outlined within the Equality Act 2010.
We strongly encourage all members of staff, visitors, and/or contractors to report any
incidents where they feel they may have witnessed or experienced inappropriate or
unacceptable behaviour. Reporting incidents will enable us to take action to remedy the
situation.
In you have a concern, you may raise this by contacting our team at shoutout@ymcanorfolk.org.
Housing Ombudsman Service
We are registered with the Housing Ombudsman Service. If you live with us, you can contact the Housing Ombudsman Service who can offer support to residents making a complaint and considers complaints that have exhausted our complaints procedure. As a registered landlord, we have to comply with the Housing Ombudsman Complaint Handling Code which can be found here.
We have completed a self-assessment form which demonstrates our compliance with the code, which you can find here.
Ofsted
Registered childcare providers and childminders have to meet requirements in the early years foundation stage statutory framework and/or the Childcare Register. These requirements relate to welfare and safety, the people providing the care and the organisation of the childcare.
You can tell them about whether the childcare is good, could it be made better and whether you have any concerns. You can write to Ofsted at enquiries@ofsted.gov.uk. If you have a concern or complaint, you can call 0300 123 1231.
For more information, visit Guides for parents: how early years settings are inspected – GOV.UK (www.gov.uk)
Annual Complaints and Compliments Performance Report
In addition to the self-assessment we provide an annual complaints report for our Trustees who review and comment on our complaints performance, helping us to ensure that we provide a good service and to identify improvements for the year ahead. You can find a copy here.