Compliments, Complaints and Comments

Leave us a Compliment or a Comment

We’re always happy to hear from our customers and community. To leave us a compliment or comment, please send it to our general enquiries form below.

Report Anti Social Behaviour

Anti Social Behaviour includes conduct that causes harassment, alarm or distress to anyone, or is a nuisance or annoyance to someone. YMCA St Paul’s Group will take action on any Anti Social Behaviour reported to us. Read our ASB policy here. Here is our Easy Read version Anti Social Behaviour Policy.

Make a Complaint

YMCA St Paul’s Group aims to provide the highest standards of service to all who use our services. We accept that, from time to time, things go wrong and complaints need to be made.  Our ‘Making a Complaint’ leaflet describes how complaints can be made and also sets out how the Association will handle the complaints process. Please click the link below for our complaints form.

Annual Complaints Performance & Service Report

To view our Annual Complaints Performance & Service Report for 2024 – 2025, please click the link below.

This report has been reviewed by our board of trustees and you can find their response within the report (section 6)

Housing Ombudsman Service

We are registered with the Housing Ombudsman Service. If you live with us, you can contact the Housing Ombudsman Service who can offer support to residents making a complaint and considers complaints that have exhausted our complaints procedure. As a registered landlord, we have to comply with the Housing Ombudsman Complaint Handling Code which can be found here.

We have completed a self-assessment form which demonstrates our compliance with the code, which you can find below.

Data Protection Complaints

Concerned about how we’ve used your personal data?

If you think YMCA St Paul’s Group has not handled your personal data properly, you have the right to tell us about it, and we will look into it.

How to make a complaint

You can make a complaint in whichever way is easiest for you, including:

● Email: dataprotection@ymcaspg.org

● Post: Data Protection Officer, YMCA St Paul’s Group, 49 Victoria Road, Surbiton, KT6 4NG

● By speaking to a member of staff, who will pass your complaint to our Data Protection Officer

Please tell us as much as you can, including your name and contact details, which service was involved, and what happened, so we can look into it properly.

What happens next

We will acknowledge your complaint within 30 days of receiving it. We will then look into what happened and keep you updated on our progress. If your complaint is complex, it may take us longer to complete our investigation, and we will explain why. Once we’ve finished looking into it, we will explain what we found and what, if anything, we are doing as a result.

If you’re not happy with our response

You also have the right to complain to the Information Commissioner’s Office (ICO), the UK’s independent regulator for data protection, at any time. You do not need to complain to us first, although we would welcome the chance to put things right.

You can contact the ICO at ico.org.uk, or by calling 0303 123 1113.

Ofsted

For complaints to Ofsted concerning one of our Ofsted registered services or sites please contact:

Email: enquiries@ofsted.gov.uk

Phone: 0300 123 1231

Our YMCA St Paul’s Group Ofsted reference is RP524773.

Some services have individual references:

• Jumpers Nursery reference number is EY558443.
• YKidz Hawker reference is 152887.
• Before and After School Club at Handsworth Primary School reference is: EY544061.
• YMCA Whittingham After School Club, Breakfast Club and Playscheme is: EY544114.
• Supported Housing for 16 and 17 year olds is: 2765812

Please see our Complaints policy here. Please see our Customer Compensation Poilcy here.