Wherever you are in life, it’s important you know who you can go to if you have a problem or a complaint.

We have processes at Squared that should make it easy for you to do this.

If you make a complaint, then it will always be taken seriously, and you will not be penalised.

Steps will be taken to protect your confidentiality if you do not wish to be known. This may not always be possible in cases where other agencies or police are involved.

Please note, you have the right to contact the Ombudsman at any stage of the complaint process. The Ombudsman will consider your complaint only when you have followed Squared’s complaints procedure first.

Our complaints procedure is:

Informal Stage:

Have an informal discussion with the person concerned or their manager, explaining what you think has gone wrong. Some complaints are resolved quickly this way. It is appreciated however that sometimes this way may not be possible or appropriate.

Your complaint will be logged on our system and a copy shared with your service manager.

Stage 1

If your complaint has is not resolved to your satisfaction or if you feel you cannot discuss it with the support team, you can make a formal complaint in writing, by telephone or by e-mail to your service manager.

You should receive a letter of acknowledgement within five days. A thorough investigation will take place and you will receive a reply in ten working days detailing the outcome of the investigation.

Stage 2

If you are not happy with the outcome, you can follow our complaints procedure by writing to the Leadership Team who will review your case and respond to you within 20 working days. Again, please note that you have the right to contact the Ombudsman at any stage of the complaint process. The Ombudsman will consider your complaint only when you have followed Squared’s complaints procedure first.

The Independent Housing Ombudsman can be contacted by writing or phone call via the following contact details:

Address: Exchange Tower, Harbour Exchange Square, Isle of Dogs, London, E14 9GE

Tel: 0300 111 3000