We value your voice
At ECOE Advice (Sustainable Community Solutions Ltd), we’re committed to providing high‑quality, accessible and person‑centred support. Your experiences help us improve, celebrate what’s working well, and fix things when they go wrong.
We welcome all types of feedback — comments, compliments, concerns and complaints.
Feedback & Compliments
Feedback is any comment or suggestion about our service. Compliments help us recognise great work and share good practice across the team.
You can give feedback or compliments in any way that suits you — in person, by phone, email or in writing. We share all feedback with the relevant manager so we can learn and improve.
Making a Complaint
A complaint is when you’re unhappy with something we’ve done — or not done — and you’d like us to look into it formally.
Anyone who uses or is affected by our services can make a complaint. You can also ask someone else to speak on your behalf if you prefer.
We will always:
You can make a complaint:
We also consider anonymous complaints where enough information is provided for us to look into the issue.
How We Handle Complaints
Stage One – Investigation
We acknowledge complaints within three working days. An impartial investigator looks into what happened and aims to respond within ten working days. You’ll receive a written response explaining what we found and what actions we’re taking.
Stage Two – Review
If you’re not satisfied with the outcome, you can request a review. A senior manager or trustee not previously involved will look at the case. Reviews are acknowledged within three working days and normally completed within twenty working days. This decision is final.
Time Limits
Complaints should normally be made within six months of the issue. We may still consider later complaints if there is a good reason for the delay and a fair investigation is still possible.
Confidentiality
All complaints are handled sensitively and in line with UK GDPR and the Data Protection Act 2018.
Learning & Improvement
We review complaints to identify themes and improve our services. Serious issues or trends are reported to our Board of Trustees.
External Escalation
Once our process is complete, you may seek independent advice. The Charity Commission does not act as an appeal body but may consider concerns about serious misconduct or mismanagement.
Contact Us
Telephone: 0800 772 3617 (Freephone) Email: healthyhomes@ecoeadvice.org.uk
Address: Sustainable Community Solutions Ltd T/A ECOE Advice 1st Floor, Longbrook House New North Road Exeter EX4 4LG
