Complaints

Hanover welcomes complaints from Residents and Service Users since it is an invaluable source of information helping us to learn how we can do things better and improve.

We handle complaints in accordance with our values. Complaints give us an opportunity to capture and share lessons for improvement. The complaints process is a ‘safety net’ that ensures we effectively deal with your complaint in a timely fashion; it also has an effective escalation route between stages.

If you need to contact the complaints team please call 01249 707000 and ask for the ‘Complaints Team’. Alternatively you can contact us via e-mail – complaints@hanover.org.uk

What is our process?

There are three stages to Hanover’s complaints process - we are here to support Residents and Service Users in resolving their complaint at the earliest possible stage. To manage resident expectations there are set deadlines which we aim to abide by and keep you informed of the progress of your complaint. Please see our Complaints Leaflet for information on how we will handle your complaint or alternatively contact us and we will be happy to help you with any further questions.