What to do when things don’t go well
Making a complaint
We are committed to providing a good service – and to ensuring that if someone is dissatisfied and wants to make a complaint, it’s investigated in a fair, timely and impartial way.
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If you are not happy with how bpha, or one of our contractors, has dealt with a situation let us know. You will be asked if you want to make a formal complaint. This is passed to our dedicated Complaints Resolution Team for investigation.
The team follows a set, transparent process and timeline that is compliant with the Housing Ombudsman Service Complaint Handling Code. That ensures you know what’s happening and when, and what your options are if you’re not satisfied with the outcome of the investigation. The team tries to act independently from other bpha departments – its aim is to get a fair and satisfactory outcome for everyone.
What is or isn’t a complaint?
A request for service is commonly confused with a complaint. Examples of this can include:
- reports of anti-social behaviour or neighbour nuisance
- reporting a repair or defect
- a request for information
- an explanation of a policy, practice or decision.
If you are not sure please ask a member of staff, they will be able to help you make a complaint, and if it isn’t a complaint our team will explain why and make sure you are supported in getting the information or advice you need to resolve your query.
How do I make a complaint?
You can make a complaint using any of our communications channels, or speaking with a bpha colleague. However, the quickest way is using our online form.
What happens when I make a complaint?
We aim to resolve your complaint as quickly as possible. You can find a breakdown of the steps involved and what to expect here.
bpha Complaints Resolution Team