YMCA Norfolk

YMCA Norfolk

Helping young people towards a brighter future

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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. 

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

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.

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.

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.

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)