Feedback & Complaints

Our mission is to end homelessness. We believe housing is a basic human right that affords people dignity. Everyone has the right to a home; our job is to make this happen. We recognise that in pursuing this, sometimes we don’t get it right, and sometimes people feel dissatisfied. When this happens, we want to hear about it.

We also like to hear when we have done something well. Positive feedback that compliments staff on the way they deliver a service is used to recognise good practise and promote excellence within the organisation.

All feedback is important to us, and we are committed to:

  • Listening to your feedback and complaints
  • Always treating you with dignity and respect
  • Handling your complaint in a confidential and timely manner
  • Seeking resolutions that are fair and uphold people’s human rights
  • Learning from the complaints we receive to make our service better.

Launch Housing is committed to constantly reviewing and improving our services. Your feedback is vital so we can do more of what we are getting right and improve in ways that will be useful to you.

Anyone may provide us with feedback or make a complaint regarding any aspect of our services, programs, and processes. If you are unhappy, we can work with you to resolve any complaints you may have. We seek to resolve complaints fully, fairly and in a timely manner.

We encourage you to discuss your concerns or complaints with your support or tenancy worker or primary contact at Launch Housing where you feel comfortable to do so. Or you can provide your feedback or make a complaint using the form below.

We will acknowledge all complaints in three working days, and seek to address them within 30 days.

Launch Housing is committed to protecting the privacy and confidentiality of our renters, clients and other stakeholders, ensuring we meet our obligations under the Privacy Act (2000), the Health Records Act (2001) and the Charter of Human Rights & Responsibilities Act (2006).

 

We are a child safe organisation

Launch Housing is a child safe Organisation. We prioritise the health, safety and wellbeing of children and young people, and have a zero-tolerance approach to child abuse. Our Child Safety and Wellbeing Policy outlines our commitments to children and young people and to the Child Safe Standards.

We encourage children, young people and their families to provide feedback and make complaints in any way that feels safe and comfortable for you. We treat complaints from children, young people, and their families seriously, and respond respectfully, responsibly and in a timely and considered manner. Launch Housing will take robust action upon learning about any suspected or actual incidences of child abuse or harm.

What is Anti-Social Behaviour?

At Launch Housing we take reports of anti-social behaviour very seriously. Renters are responsible for their conduct and the behaviour of other household members and visitors. When a renter of a Launch Housing property behaves inappropriately, and in a way which is in breach of their responsibilities under the Residential Tenancies Act, we will address this with the individual to negotiate an agreement to resolve the behaviour and prevent it from reoccurring, and where possible puts in place additional supports.

We work with renters, their support workers, neighbours and the community in managing anti-social behaviour when it occurs.

We are currently working on updated content for our website with regard to reporting anti social behaviour which will arrive soon, so watch this space. In the meantime, please contact Launch Housing on 9288 9600 or use the Feedback Form.

How to provide feedback

We are updating our feedback processes. If you would like to provide feedback, compliments, or register complaints, please email [email protected] .