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Make a complaint

On 20th July, we discovered malicious attempts to access the systems. As a precaution, we shut down all our systems. This will delay our responses back to you, we thank you for your patience while we're working to resolve the issues and return to normal safely. You can still reach us via live chat 9-5pm Monday - Friday or contact your neighbourhood coach. You can find out more about this on the updates page.  

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. 


If you need to report a repair or you’re looking for an update on your repair, you can either use our report a repair form (You need an account with us to do this) or 

Call us 

  • Bromford customers: 0330 1234 034 
  • Merlin customers: 0300 123 2222 
  • Severn Vale customers: 01684 272727 

Speak to your neighbourhood coach 

Your neighbourhood coach can also help with a range of issues, find their direct contact details using our neighbourhood coach search 

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.

Send us your complaint

Please enter your date of birth DDMMYYYY example: 18031982

Please write your answer in words, e.g. Three

If you make a complaint or enquiry we may collect and store personal information in relation to it. We will keep your information secure and use it only for the purpose it was collected. Please see our privacy notice for more information.

More information

  • 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. If we can’t, you can request a stage 2 review which involves a senior manager and a member of our Customer and Community Influence Network. 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.

  • 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: 

    Please be aware you normally have to wait for eight weeks after you have received our final response to your complaint before the Housing Ombudsman investigates the complaint. However, they 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 without having to wait for eight weeks. More information about using a designated person is available on the Housing Ombudsman website 

  • 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.

  • Read our previous self-assessments: