How to make a complaint

Raise a concern about care, support or housing and find the route that applies to you.

Last updated: 23 July 2026

Our commitment

If something goes wrong, we want to know so that we can respond, put matters right where appropriate and learn from what happened. Making a complaint should not affect the care, support or housing service you receive.

Identify the right service

The correct external route depends on what the complaint is about:

  • Care and support: Supported Living Services Ltd is registered with CQC for the regulated activity Personal care. CQC registration does not cover housing or every type of support.
  • Housing, tenancy, licence, repairs, rent or service charge: use the landlord's legal name shown in your signed tenancy or licence. The SLS brand or property name is not enough to determine Ombudsman eligibility.
  • Personal data: use the privacy complaint route and, if needed, the Information Commissioner's Office.

If you are unsure, contact us and we will confirm in writing which organisation is responsible for your complaint.

How to contact us

You can complain in any of these ways:

  • Online: through the feedback form.
  • Email: complaints@sls.org.uk.
  • Telephone: 020 3637 7590.
  • Post: Complaints, SLS, 49 Waddington Road, London, E15 1QL.
  • In person: speak to a member of staff at your service or property and ask them to record the complaint.

A family member, friend, advocate, social worker or care coordinator can help you. We may need your authority before sharing personal information with them.

Reasonable adjustments

Tell us if you need help to complain or need information in another format, language or communication method. We will consider and make reasonable adjustments in line with the Equality Act 2010.

Our two-stage process

Stage 1: initial response

  • We aim to acknowledge your complaint within 5 working days.
  • We aim to provide a full response within 10 working days of acknowledgement.
  • If more time is needed, we will explain why and give you a revised date.
  • The response will explain the decision, any remedy or action, and how to ask for Stage 2.

Stage 2: review

  • Ask us to review the Stage 1 response if you remain unhappy.
  • A senior person who was not responsible for the Stage 1 decision will review it where practicable.
  • We aim to acknowledge the request within 5 working days and respond within 20 working days.
  • If more time is needed, we will explain why and give you a revised date.
  • The final response will identify any external route that applies to the legal provider or landlord involved.

External review and regulatory routes

Housing Ombudsman

The Housing Ombudsman can consider complaints only where there is a landlord-and-tenant or licence relationship with a landlord that is a member of the Housing Ombudsman Scheme. Check the landlord named in your agreement against the Ombudsman's membership directory before using this route; it is not an automatic route for every housing complaint.

Local Government and Social Care Ombudsman

The LGSCO may investigate complaints about adult social care, including some services arranged by a council and registered adult social care providers. Its own eligibility rules apply.

Care Quality Commission

CQC regulates health and adult social care services in England. It does not resolve individual complaints for you, but it uses information about quality and safety in its regulatory work.

Information Commissioner's Office

If you are unhappy with how personal data has been handled, you can complain to the ICO after raising the issue with us.

Fair handling and confidentiality

  • We will not charge you for making a complaint.
  • We will restrict complaint information to people who need it to review, respond, safeguard someone or meet a legal duty.
  • We will explain if a complaint cannot be considered because of legal proceedings, duplication or the time that has passed.
  • Urgent safety or safeguarding concerns may be handled under safeguarding procedures as well as the complaints process.

Learning and review

We record complaint outcomes and use themes to improve services. This public page is reviewed when contact details, legal responsibilities or external eligibility rules change.