We want every resident, family member, professional partner, and visitor to feel that Diverse Supported Accommodation CIC takes complaints seriously. When something goes wrong, we want to know — so we can put it right for you, and so we can fix the cause for everyone else.
This procedure covers complaints about:
For complaints about a support provider operating in one of our properties, please raise it directly with that organisation in the first instance — and let us know, so we can track it as part of our oversight. If the complaint is about safeguarding, see our Safeguarding Adults statement.
Every complaint we receive will be handled:
Most concerns can be sorted quickly by raising them with our team directly. Email info@dsacic.co.uk with "Concern" in the subject line, or speak to a member of staff if one is on site.
If we can resolve your concern at this stage to your satisfaction, that's the end of the process. If not, you can escalate to Stage 2.
If your concern wasn't resolved at Stage 1 — or if it's serious enough to need a formal investigation from the start — you can make a formal complaint in writing.
Email info@dsacic.co.uk with "Formal complaint" in the subject line, or send a letter to:
Diverse Supported Accommodation CIC
71-75 Shelton Street
London WC2H 9JQ
Please tell us:
Our response will set out: what we have found, whether we agree the complaint is upheld, what we will do (or have done) to put it right, and any wider lessons learnt.
If you're not satisfied with our final Stage 2 response, you have the right to escalate to an external body. The route depends on what the complaint is about:
For complaints relating to our role as a landlord (property condition, repairs, tenancy management):
Housing Ombudsman Service
PO Box 1484, Unit D, Preston PR2 0ET
housing-ombudsman.org.uk · 0300 111 3000
If your complaint is specifically about how we have handled your personal data, see the route in our Privacy & Cookies policy.
If your complaint concerns our conduct as a Community Interest Company (e.g. asset-lock compliance, community interest):
Office of the Regulator of Community Interest Companies
gov.uk/cic-regulator
For safeguarding concerns, see our Safeguarding Adults statement for direct contact routes to local authority safeguarding teams.
If you need this procedure in another format (large print, easy-read, in another language, or with help to put a complaint into writing), email us at info@dsacic.co.uk and we will arrange it.
You can complain anonymously and we will investigate to the extent possible — but we won't be able to come back to you with the outcome, and our ability to resolve the issue may be limited. We'd encourage you to put your name on the complaint where you feel safe to do so.
This procedure is reviewed annually. We monitor complaint trends and report key findings as part of our annual CIC34 report on Companies House.