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We define a complaint as ‘an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by Belong Ltd, our own colleagues, or those acting on our behalf.’ A ‘complaint’ is distinct from a ‘service request’, where you simply ask us to take action to put something right. However, any dissatisfaction with how we handle a service request will then be treated as a complaint.

We welcome complaints not only from existing customers but also from prospective customers, and both in relation to property matters and care. Comments and complaints help us to learn and improve. We will not treat you any differently if you make a complaint.

Belong takes complaints very seriously. This policy is designed to ensure Belong provides the highest levels of customer service and in relation to our complaints and customer feedback processes.

You can complain in a number of ways:

Speak to any member of the Belong team, including the General Manager, face to face or by phone. They will note down your complaint and ask you to confirm that we have recorded the details accurately.

Email our Customer Feedback team at customerfeedback@belong.org.uk.

Write to the Customer Feedback Team at our registered office: Customer Feedback: Belong Limited, Pepper House, Market Street, Nantwich, Cheshire CW5 5DQ

How we handle your complaint

Your written complaint will be acknowledged within 3 working days and if necessary, an investigation will be carried out by the relevant manager.

You will receive a written response to your complaint within 28 calendar days. If at any stage we need more time to investigate a complaint, we will agree a new deadline with you.

We will cooperate in the same way with anyone formally authorised to act on your behalf.

If you are unhappy with our initial response, please let us know and we will escalate it to the Chief Operating Officer, who will provide our ‘final decision’ within 14 days.

If you are not happy with our response - If you are not happy with Belong’s response to your complaint (our ‘final decision’), or we fail to provide that decision by the relevant deadline, you may refer your complaint to the Local Government and Social Care Ombudsman.

The Local Government and Social Care Ombudsman, PO Box 4771 Coventry CV4 0EH

Tel: 0300 061 0614 Web: www.lgo.org.uk

We will co-operate fully with the Local Government and Social Care Ombudsman during any investigation and comply fully with the Ombudsman’s final decision, which will be binding on us.

Care Quality Commission:

CQC Northwest, City Gate, Gallowgate, Newcastle upon Tyne NE1 4PA.

Please note that the CQC does not normally investigate complaints or offer redress but takes them into account in developing its inspection programme.

We define a complaint as ‘an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by Belong Ltd, our own colleagues, or those acting on our behalf.’ A ‘complaint’ is distinct from a ‘service request’, where you simply ask us to take action to put something right. However, any dissatisfaction with how we handle a service request will then be treated as a complaint.

We welcome complaints not only from existing customers but also from prospective customers, and both in relation to property matters and care. Comments and complaints help us to learn and improve. We will not treat you any differently if you make a complaint.

Belong takes complaints very seriously. This policy is designed to ensure Belong provides the highest levels of customer service and in relation to our complaints and customer feedback processes.

You can complain in a number of ways:

Speak to any member of the Belong team, including the General Manager, face to face or by phone. They will note down your complaint and ask you to confirm that we have recorded the details accurately.

Email our Customer Feedback team at customerfeedback@belong.org.uk.

Write to the Customer Feedback Team at our registered office: Customer Feedback: Belong Limited, Pepper House, Market Street, Nantwich, Cheshire CW5 5DQ

How we will handle your complaint:

We will acknowledge and log your complaint as soon as possible and in any case within 3 working days.

Stage 1: Initial response

The General Manager will investigate your complaint as necessary and provide our initial response, in writing, within 10 working days.

Stage 2: Final decision

If you are unhappy with our Initial Response, please let us know and we will escalate it to the Chief Operating Officer, who will provide our final decision on your complaint within 20 working days.

If at either stage we need more time to investigate and respond to your complaint, we will agree a new deadline with you.

We will co-operate in the same way with anyone formally authorised to act on your behalf.

Referral to an Ombudsman

If you are not happy with our final decision, or we fail to provide that decision by the relevant deadline, you may refer your complaint to the relevant Ombudsman.

Property matters: Housing Ombudsman Service, PO Box 1484, Unit D, Preston PR2 0ET

Tel: 0300 111 3000 Web: www.housing-ombudsman.org.uk

Care matters: The Local Government and Social Care Ombudsman,

PO Box 4771 Coventry CV4 0EH

Tel: 0300 061 0614 Web: www.lgo.org.uk

Complaints under the ARCO Code

As an ‘ARCO Approved Operator’, we seek at all times to comply with the ARCO Consumer Code (see www.arcouk.org). ARCO itself does not have a complaint handling function but has nominated The Property Ombudsman as its Alternative Dispute Resolution (ADR) provider. Where we are unable to resolve satisfactorily any complaint from you about compliance with the ARCO Consumer Code, you may refer this to The Property Ombudsman:

The Property Ombudsman

Post: Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP.

Tel: 01722 333306.

Email: admin@tpos.co.uk

Web: www.tpos.co.uk

We will co-operate fully with the relevant Ombudsman during any investigation and comply fully with the Ombudsman’s final decision, which will be binding on us.

Complaints in relation to rents and leasehold management

Certain complaints in relation to rents and leasehold management may also be referred to the Residential Property First-tier Tribunal. We will provide you with contact details for the relevant office where your complaint appears to fall within the remit of the Tribunal.

Annual Complaints Handling & Service Improvement Report - September 2026

Housing Ombudsman Self Assessment - September 2026

We define a complaint as ‘an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by Belong Ltd, our own colleagues, or those acting on our behalf.’ A ‘complaint’ is distinct from a ‘service request’, where you simply ask us to take action to put something right. However, any dissatisfaction with how we handle a service request will then be treated as a complaint.

We welcome complaints not only from existing customers but also from prospective customers, and both in relation to property matters and care. Comments and complaints help us to learn and improve. We will not treat you any differently if you make a complaint.

Belong takes complaints very seriously. This policy is designed to ensure Belong provides the highest levels of customer service and in relation to our complaints and customer feedback processes.

You can complain in a number of ways:

Speak to any member of the Belong team, including the General Manager, face to face or by phone. They will note down your complaint and ask you to confirm that we have recorded the details accurately.

Email our Customer Feedback team at customerfeedback@belong.org.uk.

Write to the Customer Feedback Team at our registered office: Customer Feedback: Belong Limited, Pepper House, Market Street, Nantwich, Cheshire CW5 5DQ

How we handle your complaint

Your written complaint will be acknowledged within 3 working days and if necessary, an investigation will be carried out by the relevant manager.

You will receive a written response to your complaint within 28 calendar days. If at any stage we need more time to investigate a complaint, we will agree a new deadline with you.

We will cooperate in the same way with anyone formally authorised to act on your behalf.

If you are unhappy with our initial response, please let us know and we will escalate it to the Chief Operating Officer, who will provide our ‘final decision’ within 14 days.’

If you are not happy with our response - If you are not happy with Belong’s response to your complaint (our ‘final decision’), or we fail to provide that decision by the relevant deadline, you may refer your complaint to the relevant Ombudsman.

Care matters:

The Local Government and Social Care Ombudsman, PO Box 4771 Coventry CV4 0EH

Tel: 0300 061 0614 Web: www.lgo.org.uk

Care Quality Commission:

CQC Northwest, City Gate, Gallowgate, Newcastle upon Tyne NE1 4PA.

Please note that the CQC does not normally investigate complaints or offer redress but takes them into account in developing its inspection programme.