We believe in solid values, strong relationships, and lasting impact.

Our Policies

Our Actions

Our Ethos is built on Trust
We always strive to;

  • Resolve informal concerns quickly.

  • Enable mediation between complainants and the service provider.

  • Handle complaints fairly, consistently and whenever possible, find a resolution to the complainant’s satisfaction.

  • Deal with the complaint sensitively and take action where appropriate. Respond within 3 working days / take action 14 days.

Complainants Responsibilities

  • Raise concerns promptly, clearly and as soon as possible.

  • Allow reasonable time to settle the complaint.

  • Recognise support offered and accept acknowledgement. Support given and accept it if deemed appropriate.

Equal Access to Tenancy
All tenants are treated with dignity and respect.

Confidentiality
Personal data is securely kept under lock and key.
Data storage and handling is fully compliant to GDPR.

Safeguarding
Frama Homes works in compliance with the Department of Health guidance on multi-agency policies and procedures to protect vulnerable adults and families from any form of abuse. This includes observation of the relevant sections of the law.

Complaints

We work in an open and accountable way.

  • We build trust with our tenants through active listening and responding to their views.

  • This is by responding positively to complaints and putting things right, correcting the mistakes.

  • We treat complaints as a clear expression of dissatisfaction with our service which we respond to promptly, politely and appropriately with confidentiality.

  • An apology or explanation as to where we got things wrong or information on any action taken.

  • We take lessons from complaints and use them to improve our service and review our policies/procedures.

  • We acknowledge that concerns can be raised informally, and deal with them promptly.

What Sets Us Apart

People-First
Approach

Everything we do is built around understanding our tenants needs and helping them to live independently — because when they
thrive, so do we.

Long-Term Relationships

We’re not just here for the now. We love creating sustainable relationships with our tenants and other stakeholders.

Proven Process, Flexible Execution

We bring structure where it counts and adaptability where it matters. Our methods are clear, but always responsive.