Make a complaint

We want to make sure that our customers are happy with all of our services all of the time. Sometimes you may not be happy with the services that we have provided for you. You can let us know if this happens so we can offer our support or help to solve the problem.

A relative, friend or carer can help you do this, or contact the Personnel Manager at Head Office. You can contact your Scheme Manager, Housing Officer, Property Services Officer or Development Officer who will try to solve any concerns you have immediately.

If you are unhappy with the response you can speak to a more senior member of staff.

Download Apex Complaints and Compliments Leaflet

Download Apex ‘Making a Complaint’ Easy Read Booklet

Who can complain?

Any customer can make a complaint. A customer is any tenant, resident, next of kin, public representative, or member of the general public who is affected by the things we do, the service we provide or the policies we operate.

Help with making a complaint

Should you require assistance at any stage of the process, please contact the Personnel Manager at Apex head office. Advice may be given over the telephone or alternatively, you may wish to meet with the Personnel Manager.

Apex Housing Association Ltd

You can also obtain independent advice at any stage of the process from an independent advocacy service:

Housing Rights – 028 9024 5640
Patient and Client Council – 0800 917 0222

A formal complaint

If you are unhappy with the way our staff handled a particular issue or perhaps are not satisfied with the outcome of your enquiry you may wish to lodge a formal complaint… read more about making a formal complaint