Make a complaint

Complaints are important to us. We need to know if our service goes wrong, so we can put things right, learn from our mistakes and take action to prevent it from happening again.  

How to make a complaint 

Fill in the form below 

If you need support to make your complaint, find out how the Housing Ombudsman can help.

  • 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 you can escalate your complaint. A senior manager and member of one of our Locality Influence Networks will review your complaint and will 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 have to wait for eight weeks after you have received our final response to your complaint before you can contact the Housing Ombudsman to ask them to investigate 

    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 want to have a culture that embraces the learning from the mistakes we make to ensure they never happen again.  

    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.