Complaints
We want to hear from you
If something hasn't gone as it should, we want to know. Your feedback helps us improve our services and ensures every resident is treated fairly and with respect.
Our commitment to you
Cube Housing Ltd is committed to dealing with complaints promptly, fairly and without prejudice. We treat every complaint as an opportunity to learn and improve. Making a complaint will not affect the support or housing services you receive from us — we guarantee this.
A complaint can be made by a resident, a family member or carer, a referral partner, or any member of the public who has been affected by our actions or decisions.
How to make a complaint
You can raise a complaint in any of the following ways. Please include as much detail as possible — including what happened, when, who was involved, and what outcome you are looking for.
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By phone
Call us on 0121 751 2260 Monday to Friday, 9am–5pm.
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By email
Email us at hello@cubehousingservices.com with the subject line "Complaint".
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By post
Write to us at 18 Whitmore Road, Birmingham, B10 0NP. Mark your envelope "Complaint".
What happens next
1
Acknowledgement — within 3 working days
We will acknowledge your complaint in writing and confirm the name of the person handling it.
2
Investigation — within 20 working days
We will investigate your complaint thoroughly and fairly, speaking to relevant staff members and reviewing records as needed.
3
Written response
We will provide a full written response setting out our findings, any actions taken, and any apology or remedy offered.
4
Follow-up
Where appropriate, we will follow up to ensure you are satisfied and that any agreed actions have been completed.
If you remain dissatisfied
If you are not satisfied with our response, you may contact an independent body at any time — you do not need to complete our internal process first. Cube Housing Ltd acts as a Managing Agent; formal complaints may also be directed to our Registered Provider partner. Details are available on request.
Housing Ombudsman Service
The Housing Ombudsman Service provides free, independent dispute resolution for housing complaints. You can contact them at any point for advice, and can make a formal complaint to them after completing our process.
🌐 www.housing-ombudsman.org.uk
📞 0300 111 3000
✉️ info@housing-ombudsman.org.uk
📮 Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ
Local Government and Social Care Ombudsman
If your complaint relates to adult social care services, you may also contact the Local Government and Social Care Ombudsman (LGSCO).
🌐 www.lgo.org.uk
📞 0300 061 0614