While the Liversage Trust is committed to providing the best possible services to all our residents and visitors, we recognise that from time to time there may be occasions when individuals may not be satisfied with the quality of services provided and may wish to complain. It is important that these instances are brought to our attention quickly as we can then review our actions so that they can provide us with an opportunity to put things right and learn from any mistakes.

Make a complaint

A complaint is defined as:

“an expression of dissatisfaction, however it is made, about the standard of service, actions or lack of action by the Liversage Trust or individual member of staff, affecting an individual resident or group of residents and where a response is required.”

A complaint can be made by any resident or residents, visitor or any person acting on their behalf who has received services from the Liversage Trust, or been affected by our actions, omissions or decisions. This can be made to any member of staff when they visit residents in their home, or by calling into our main office. Alternatively, a complaint can be made to us by phone, by email, by letter or by using the contact form on our webpage (link to be included here).

Where a resident is unable to make a complaint or where they would prefer someone to act in their place, then they may ask a representative to make a complaint on their behalf. This could be a family member, friend or support agency/worker. In these cases, the Liversage Trust would require formal authorisation in writing, so that details of the case can be discussed with the third party.

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Ombudsman Complaint Handling

As a member of the Housing Ombudsman Scheme our complaints policy follows the Housing Ombudsman Complaint Handling Code. You can contact the Housing Ombudsman at any time during the complaints process via the following methods:


Phone: 0300 111 3000.
Phone lines are open Monday, Tuesday, Wednesday, Friday 9am - 5pm and Thursday 9am - 3.30pm. Lines are closed for staff training every Thursday from 3.30pm to 5pm.


Housing Ombudsman Service
PO Box 1484
Unit D

Our facilities

community centre
Community centre
parking available
Parking available
individual gardens
Individual gardens
Pets welcome