The easiest way to complain is directly to the member of staff you normally deal with at Impact.  If you do not wish to do this, you can contact one of the main office sites listed below.  Any member of Impact Staff will try to help.

When we receive a complaint we try to resolve it quickly and fairly.  This means that if it is a straightforward matter we aim to sort it out to your satisfaction within three working days.

Some issues are more complicated or serious and can longer to deal with.  In these cases we have a set procedure for dealing with them.  In the first place they will usually go to the Service Manager who will contact you within five working days to arrange to discuss your complaint.  They will agree a timescale for dealing with it and confirm this in writing to you.  If you are still not satisfied, your complaint can then go to the Service Director, who will again contact you within five working days.  If they are still unable to resolve your complaint you can appeal.

We have an Appeals Panel which is made up of a Senior member of our staff plus two of our Committee Members.  Their role is to look at any complaint with a fresh eye, decide if it has been handled fairly, and whether anything else can reasonably be done to resolve it.  If you remain unhappy following an appeal we will try and advise you where else you may be able to take your complaint.  For housing related issues this is usually the Housing Ombudsman. 

If your complaint is about anti-social behaviour, neighbour nuisance or harassment, we have separate procedures for handling these and a member of our housing or supported housing staff will be happy to explain these to you.