The Retail Trust endeavours to provide the best possible service for people and residents who use our services. The organisation recognises every person’s right to make suggestions, raise a low-level concern or a formal complaint. We also welcome compliments about any aspect of the services we provide.
We would, therefore, welcome any suggestions that you or your representative may have regarding how we could improve our services, any compliments when you feel we are performing well or any concerns or complaints that you or your representative may have regarding the service we provide.
Bruce Findlay, trustee and member responsible for complaints
“The housing committee is a sub-committee of the board of trustees for the Retail Trust and provides governance for the Trust’s supported living services.
“The housing committee meets regularly throughout the year and receives a report of complaints annually for review. in relation to the Retail Trust’s supported living services. The details of complaints, outcomes of investigations, actions taken and any improvements made are discussed at committee meetings. The committee also has access to the Retail Trust’s annual complaints self-assessment and annual complaints performance and service improvement report, both of which are published on this page."
“Over the past year, the Retail Trust has reviewed its policies and procedures in regard to complaints handling to ensure they are in line with the Housing Ombudsman’s Complaint Handling Code. The Retail Trust has also improved its complaints processes by using its CRM system to record complaints ensuring a more efficient and effective process for complaints.
“The Retail Trust will endeavour to continually review its complaint handling processes to ensure that they meet the needs of residents and people using their services.”
If you believe we have fallen short of the high standards we set ourselves, you can provide feedback to the relevant estate manager using the contact details below:
Retail Trust, Hugh Fraser Retirement Estate, Crookfur Road, Glasgow, G77 6JY
0141 616 3744
Retail Trust, Marshall Estate, Marshall Hall, Marshall Estate, Hammers Lane, London, NW7 4DQ
020 8358 7280
Retail Trust, Leylands Estate, Eborn House, Broadway, Derby, DE22 1AY
01332 558 352
Retail Trust, Moores House, Cholmondeley Rd, Salford, M6 8PF
0161 241 3701
Retail Trust, Moores House, 5 Walton Village, Liverpool, L4 6XP
0151 203 6284