Do you have a concern or complain about The Loft?

The Loft welcomes concerns or complaints at all times as a way to help us improve our services. Where possible, we encourage you to discuss your concerns with the staff member you are working with or who has been your point of contact.

Your confidentiality will be maintained at all times and concerns will only be known to the relevant people or organisations involved. 

What to do if you have a concern about The Loft

A representative of The Loft will respond to your concern within five working days and actively work with you to find a mutually acceptable solution. 

You may request The Loft representative attend any follow-up meeting, and you are encouraged to bring a support person of your choice.

Please contact The Loft Manager to raise your concern on: 

What to do if you want to raise a formal complaint about The Loft?

You can submit a formal complaint in writing. If you need support to do this you could ask a family member, friend, colleague or someone from an agency that is supporting you. 

If you want to receive a written response from The Loft, please include a current postal address or telephone number that is ok for us to contact you. 

All complaints to The Loft will be responded to within 10 working days. Please address your complaint to:

The Loft Manager
The Loft
c/o - PO Box 32034
Christchurch 8147

Or email:

If your concern of complaint is in regard to an individual agency at The Loft it will be passed onto that agency who will respond in accordance with its own concerns and complaints policy.