How to make a complaint, our Report to Residents, strategy and governance, and how we use data.
Understanding your rights is an important part of your journey with St Mungo’s. This page brings together information about your rights, how your personal information is used, the support you can expect, and where to go if you need advice, raise a concern, or make a complaint. We want to ensure you feel informed, respected, and empowered throughout your time with us. You can learn about our strategy and how by working with you and other clients we strive to end homelessness and rebuild lives
Read our new strategy following feedback from staff and over 800 clients, and find out more about how we're governed.
Learn about your rights, your information, and the support you can expect from St Mungo’s.
Find out how to raise a concern, make a complaint, and get support to resolve issues.
Our Strategy
The organisation has developed a new strategy, following feedback from staff and over 800 clients.
In the coming years, our purpose of ending homelessness and rebuilding lives will drive us to transform the way we operate.
How we’re governed
One of our chief values is accountability so we strive to surpass the expectations of the regulatory bodies we work with. However, if you feel that the service we’ve given you hasn’t been to the standard you would expect, we’re always keen to learn from your complaints, suggestions or comments.
We know that things don’t always go right, and our complaints process helps us to put things right and improve the services we provide.
Complaints can be resolved most quickly by contacting staff in your service. To do this, you can:
➔ Speak to a staff member face to face or by phone
➔ Fill in a complaints form, with the help of staff if needed, and give it to a member of staff or put it in a feedback box
If you prefer to talk to someone outside of your service you can contact the Complaints team
Complaints@mungos.org
020 3856 6068
Fill out feedback cards in your service to comment on experience. Always ask for feedback on what you have suggested or commented on.
Locally and centrally, you can ensure you have a voice and give feedback on decisions that affect you. Being a client rep for your service, Joining the Client Advisory Board, leading resident’s meetings amongst other opportunities are great ways to get involved. Find out more here (insert get involved link)
Feeling safe and having a high standard of accommodation where you live is important. Head to our where you live section to find out more about our processes and how you can let us know if you have any concerns.
Do you need help? Please click here.
8-10 Warner Street, London, EC1R 5HA
General enquiries | 020 3856 6000 | info@mungos.org
Donations and Fundraising | 020 8600 3000
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