A safe, well-kept home
A secure place to live, regular safety checks and attention to repairs. Tell us if something makes you feel unsafe.
Your home.
Your voice. Your support.
Clear information about what to expect from Velour Housing, how to report a repair and how to raise a concern. We are here to listen and help.
Know what you
can expect.
Our charter explains our service commitments in everyday language. It sits alongside your licence or tenancy agreement and support plan, helping you understand your home, support and how to speak up.
Dignity & fair treatment
Respect for your background, culture, beliefs and choices, without discrimination.
Privacy & confidentiality
Careful handling of your information, with sharing only where there is an appropriate lawful basis.
Support that fits you
A named key worker and a plan agreed with you, reviewed regularly around your needs and goals.
Clear information & a voice
Understand your agreement, support and charges. Ask questions, offer feedback and tell us what could be better.
The confidence to raise concerns
Make a complaint or seek independent advice without being treated unfairly for speaking up in good faith.
We ask residents to respect one another, care for shared spaces, follow their agreement and report safety concerns. Ask your key worker about a printed copy, another format or help with translation.
Download resident charter ↓Tell us what
needs attention.
Give us the details of the problem so we can arrange the right response. Photographs help us understand what has happened.
Is it an emergency?
For a suspected gas leak, call the National Gas Emergency Service on 0800 111 999. For fire or immediate danger, call 999. For urgent property issues such as flooding, loss of heating in winter, a failed entrance lock or loss of power, call 07526 602376. Do not wait for an email response.
For a suspected gas leak, call the National Gas Emergency Service on 0800 111 999. For fire or immediate danger, call 999. For urgent property issues such as flooding, loss of heating in winter, a failed entrance lock or loss of power, call 07526 602376. Do not wait for an email response.
Damp or mould? Let us know early.
Report it as soon as you see it, even if the affected area is small. We will investigate the cause, explain the next steps and keep you informed.
If something isn’t right,
we want to hear.
You can speak to your key worker or any member of staff, call or WhatsApp 07526 602376, email enquiry@velourhousing.co.uk, or prepare an email below. A friend, relative, advocate or support worker can help you raise a complaint, with consent where appropriate.
A complaint made in good faith will not lead to unfair treatment or reduced support. Tell us if you need help with communication or an accessible format.
Draft service targets for review by Velour Housing: these follow the supplied website screenshots. The reference PDF has different timescales.
- Acknowledgement · target 2 working daysWe log your complaint and explain who is handling it.
- A fair investigationAn appropriate manager considers what happened and the available evidence, independently of the issue where possible.
- Stage 1 response · target 10 working days after acknowledgementWe explain our findings, what we will put right and how you can request a review.
- Stage 2 review · target 20 working days after review acknowledgementA senior manager or director looks at the matter afresh if you remain unhappy.
- Keeping you informed & following throughWe explain any delays, give a revised response date, confirm the outcome and track agreed actions.
If you are still dissatisfied
We will explain which independent advice or escalation route applies to your circumstances. Depending on your housing and support arrangements, that may involve the relevant landlord, council or an ombudsman within its remit.
Download draft complaints procedure ↓A clear first step
towards a home.
Contact us to discuss suitability, support needs and current availability. Our referral form covers applicant and referrer details, housing and support needs, relevant risks and consent.
Before sending a completed referral or sensitive supporting records, contact us to agree a suitable secure way to share them. An enquiry does not guarantee a placement.
Useful information,
in one place.
Need help reading a document or completing a form? Speak to your key worker or contact our team.