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Comments, compliments and complaints

We aim to provide a good service to NHAS members and welcome feedback, both positive and negative, as this contributes to maintaining and improving the service. We recognise that from time to time, despite our best efforts, there may be circumstances in which you may find the expected level or standard of service has not been met. 

Complaints procedure

NHAS will strive to ensure that any problem is handled in a clear and appropriate manner, with the aim of swiftly resolving the issue to the satisfaction of all parties.

This procedure forms part of our organisational procedures, as part of our commitment to Quality Standards and commitment to continuous improvement.

This procedure covers complaints about the NHAS consultancy advice line,  the NHAS training service,  and any other service provided by the NHAS.

Written complaints can be sent by post to:

NHAS, c/o Shelter
5 Samuel Ogden Street
M1 7AX

Please mark the envelope for the attention of Martin Goodsell, 2nd Tier Contracts Manager.

Alternatively, you can email nhas@shelter.org.uk. Please put Complaint in the subject line of your email.  The complaint will be forwarded to the 2nd tier Contracts Manager, Martin Goodsell, who will investigate the circumstances and try to resolve the matter.

Your complaint will be acknowledged within 3 working days, with a full written response normally provided within 21 days. Where circumstances make it impossible to meet this timetable, both the you and any staff concerned will be informed of the delay as soon as is reasonably possible.