Make a 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. 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: 

• Email: info@housing-ombudsman.org.uk 
• Online: Housing ombudsman make a complaint page
• Telephone: 0300 111 3000 
• By letter: Housing Ombudsman Service, PO Box 152, Liverpool, L33 7WQ 

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.

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 our annual complaints performance and service improvement report 2024 for more information on how we have performed during the past year.