We value your feedback and are committed to providing safe, high-quality care and housing services. As a provider registered with the Care Quality Commission (CQC) and a social housing landlord regulated by the Regulator of Social Housing (RSH), we take all feedback seriously and use it to improve our services.
We’re sorry if something hasn’t met your expectations. We aim to resolve concerns quickly, fairly, and transparently in line with our regulatory responsibilities.
If you’d like to make a complaint, you can do so by either completing the form below, emailing admin@bgtrust.org or calling 01206 543517 (option 1, admin).
What Happens Next
Once we receive your complaint:
1. We will acknowledge it within 5 working days
2. We will investigate the issue thoroughly and fairly
3. We aim to provide a full response within 10 working days, however if a more detailed investigation is needed we will keep you informed.
If You’re Not Satisfied
If you are not happy with our response:
– For care concerns, you can contact the Care Quality Commission (CQC)
T: 0300 061 6161 www.cqc.org.uk
Adult Social Care (Essex) Regulated Services
T: 0345 603 7630 socialcaredirect@essex.gov.uk
LGO – Local Government Ombudsman (Regulated Services)
T: 0300 061 0614 www.lgo.org.uk
– For housing complaints, you may be able to escalate your complaint to the Housing Ombudsman Service
0300 111 3000 www.housing-ombudsman.org.uk
Our Commitment
In line with CQC standards and RSH expectations, we aim to:
– Treat you with dignity, respect, and fairness
– Respond to concerns promptly and transparently
– Learn from feedback to continuously improve our services
– Ensure complaints are handled in line with best practice and regulatory requirements
Thank you for helping us improve our services.