We’re here to make things right as quickly and easily as possible. When you share a concern, you should feel like we’re truly listening, that we care about finding the right solution, and that we’re owning up to making things better for you.

We support the government's #MakeThingsRight campaign. To learn more about your rights, visit their website.

You can make a complaint by

If you need support in making your complaint, the Housing Ombudsman can help.

What happens after you make a complaint

Our customer solutions team are in charge of investigating complaints. 

We want to resolve your complaint as quickly and easily as possible. When you make a complaint, you should feel that we've listened, cared about finding a solution, and taken responsibility.

Stage one

We will investigate and respond to everything you raised in your complaint in 10 working days. 

Stage two

If you’re not happy with our first response, we will review our stage one response to see if we can resolve things for you.

If we can’t, you can request a stage two review. We aim to complete our review and respond to you within 20 working days.

If your complaint is complex , we may talk to you about extensions to the above timeframes.

If you're still not satisfied

If you're still 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 by

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.

How we learn from complaints

Complaints offer us the chance to reflect and to investigate areas where our services aren't keeping 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. 

More information

If you have a general enquiry or you’re chasing an update, you'll get a faster response by getting in touch with us.

For more details, you can read our complaints policy.

You can also read our annual complaints performance report.

Make a complaint now

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