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Compliments, comments and complaints

We want to hear your compliments, comments or complaints about our service.

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How can I say 'thank you'?

We all enjoy a pat on the back so please let us know when you have a positive experience of our service. We'll pass your compliment to the relevant staff member and share it as an example of best practice.

How can I make a suggestion?

We want to hear your suggestions about how we can do things better. If you put forward an idea about improving our services, we'll consider your suggestion - and let you know what happens.

What can I do if I am not happy about your service?

Tell us and we'll work with you to try and sort it out straight away. If we don't get it right, we'll record your concern as a formal complaint. We'll then meet you and put together a course of action. If we don't stick to our word, you can appeal to senior staff . If you're still unhappy, we can arrange a Service Review.

Who can make a complaint?

Anyone can make a complaint to us, including people applying for housing, members of the public and other people on your behalf.

Send us your feedback
There are a number of ways to send your feedback to us:

  • Online: It's quick and easy, click on the relevant form below
                   Comments  Compliments  Complaints

      Or

  • In Writing: AmicusHorizon, PO Box 322, Sittingbourne, ME9 8PQ 
  • Telephone: 0800 121 60 60* or 01795 434 606** 
  • E-mail: contactus@amicushorizon.org.uk

We will respond within 10 working days and let you know what we plan to do as a result. 

What can I do if you cannot sort out my complaint?

If you have a complaint that you feel we have not dealt with properly, the Housing Ombudsman can give you advice and may be able to take up your case.They normally expect you to have gone through all three stages of our adobepdf icon Complaints Resolution procedure [128kb] before they get involved.

* Calls free from a BT landline, charges from mobiles and other networks may vary.
** If you are calling from a mobile, it may be cheaper for you to dial 01795 434 606.
Calls may be recorded and monitored quality and training purposes.