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Compliments and Complaints

National Coming Out Day - 4 smiling residents

We pride ourselves on our customer care and would be delighted to hear about your positive experiences while living with us.

If there is something we have done great or if a member of staff stood out, please let us know! Email the team on

Last year, 97% of our residents were satisfied with their experience in Queen’s Accommodation. We hope that you enjoy your experience living with us and you will never have a reason to complain – but if there is something you are not happy with, we would like to put matters right as soon as possible.

Email the team


  • We have a positive approach to receiving complaints and we see them as an opportunity to receive feedback on our accommodation and services.
  • We will work towards resolving complaints at the earliest opportunity and all comments are treated confidentially, fairly and consistently.
  • Where possible, we will implement change and make improvements where required.

How to Make a Compliment or Complaint

Speak to a member of staff located at your nearest reception.

Alternatively you can contact us:

If you are not a current resident and you wish to make a compliment / complaint please call Elms BT9 reception on 028 9097 4525 or contact us by email at

What Happens Next

If required, we will contact you within 48 hours of receiving your compliment / complaint to discuss the matter.

If an investigation is required we will respond within five working days.  If circumstances mean a full response is likely to take longer, we will inform you of this and keep you informed of the process.


All sensitive information will be dealt with confidentially.