Same Street You are not alone.

Complaints Procedure

Last updated: May 2026

Our Commitment

Same Street is committed to providing a safe, welcoming community for people living in UK care homes. We take all complaints seriously and aim to resolve them fairly, quickly, and with respect for everyone involved.

How to Make a Complaint

You can contact us by:

Please include your name, a description of your concern, and any relevant dates or usernames involved. If you are a family member or carer acting on behalf of a resident, please let us know.

What Happens Next

  • We will confirm we've received your complaint within 2 working days
  • We will investigate and respond fully within 14 working days
  • If we need more time, we will let you know and explain why

Safeguarding Concerns

If your complaint involves the safety or welfare of a vulnerable person, we treat this as a safeguarding matter and will act immediately. Please mark your email: URGENT — SAFEGUARDING.

We may involve relevant authorities if we believe someone is at risk of harm.

If You Are Not Satisfied

If you are unhappy with our response, you may refer your complaint to the Information Commissioner's Office (ICO) for data-related concerns at ico.org.uk, or seek independent advice from Citizens Advice.

Care quality complaints

If your concern is about the quality of care provided by a care home — rather than how your data has been handled — you can report this directly to the Care Quality Commission at cqc.org.uk/give-feedback-on-care or to the Local Government and Social Care Ombudsman at lgsco.org.uk. Same Street can provide evidence from the platform to support your complaint on request.

Care Home Partners

If you are a care home operator or manager with a concern about Same Street's service, please contact us directly at hello@samestreet.co.uk and we will respond within 2 working days.

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