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Complaints
If you're unhappy with the service you've received, you can make a complaint. It’s important for us to learn from our mistakes and improve our service. Complaints are reviewed by our customer solutions team.
If you have a general enquiry or you’re checking for an update on something you’ve already told us about, there may be a more appropriate team to contact.
Repairs
Talk to us about problems related to your repair
Neighbour
To report anti-social behaviour or complain about a neighbour head to the anti social behaviour area of our website.
Rent
Talk to us about your rent or service charges.
Your complaint
If you’ve tried contacting us, either through our online services, personal neighbourhood coach or by calling, and you’re still not happy with our service, please let our customer solutions team know by completing the form below.
If you need support to make your complaint, find out how the Housing Ombudsman can help.
More information
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What happens after we've received your complaint?
Stage 1 – we will investigate and respond to everything you raised in your complaint in 10 working days.
If you're complaint is complex we may talk to you about extensions on the above timeframes.
Stage 2 – if you’re not happy with our first response, we will review our stage 1 response to see if we can resolve things for you again. We aim to complete a review and respond within 20 working days.
If you're complaint is complex we may talk to you about extensions on the above timeframes.
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If you're unhappy with our final response to your complaint
If you remain dissatisfied after you’ve been through our complaints process, you can contact the Housing Ombudsman or refer your complaint to a designated person.
You can contact the Housing Ombudsman in the following ways:
- Email: info@housing-ombudsman.org.uk
- Online: Housing ombudsman make a complaint page
- Telephone: 0300 111 3000
- By letter:Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET
View the poster of the above Housing Ombudsman Service. Further information for residents head to the about the Housing Ombudsman Service website.
The Housing Ombudsman may support you to try and reach a solution prior to this as part of their early resolution approach. For more information read their guidance on early resolution.
You can also refer your complaint to a designated person, such as an MP or local councillor. They can help by trying to resolve your complaint or can refer your complaint direct to the Housing Ombudsman. More information about using a designated person is available on the Housing Ombudsman website.
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How we learn from complaints
Complaints offer us the chance to examine and investigate areas where we are not providing services to the high standards we expect. We will take the learning from the mistakes we make to ensure we continually improve our services and the things that are important to customers.
Colleagues right across Bromford are involved in managing, responding and reporting on complaints, including our board, executive team and senior managers. Customers are also involved, through our Customer and Community Influence Network which receives regular reports on our complaints performance and helps us to complete regular self-assessments against the Housing Ombudsman’s Complaint Handling Code.
You can also read a summary of our annual performance on complaints in our Annual Review for Customers.
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Our complaints policy
- Read our How to make a Complaint leaflet
- Read our complaints policy
- Read our self-assessment against the Housing Ombudsman’s Complaint Handling Code
- Read our annual report
Read our previous self-assessments: