Putting things right when they go wrong

A better complaints system for residents

We’re committed to giving you a high-quality service, but we recognise that we don’t always get things right. We really welcome your complaints (and compliments) in fact, it’s important that you keep talking to us as your feedback helps us to continue improving our services.

Last year, we carried out a review of our complaints process, and made some changes in April 2020. The new Resolve Customer Complaints Panel helped us with this and made some recommendations for improvement.

As a result, we removed the first-stage informal complaint step. Now, if you have a grievance, you can make a formal complaint, followed by an escalation if you’re unhappy with the way we’re handling things. This has made the complaints process more streamlined, enabling us to resolve complaints much more quickly.

A service with you in mind

As part of changes being introduced by the Housing Ombudsman, we’ve now made further improvements to the process. Following the Housing Ombudsman Complaint Handling Code, which came into force on 31 December 2020, we’ve put a number of measures in place to make the complaints journey much more transparent for you.

If you make a complaint, we will:

  • keep you up to date on the progress of your complaint;
  • agree a way forward with you, with key actions and a timeframe. For example, if something needs fixing in your home, we’ll talk through the practicalities of completing the work and agree a completion date with you;
  • we’ll tell you the outcome of your complaint and, where appropriate, send you written communication outlining the details of your complaint, what we’ve done to resolve it and what we’ve learnt from it;
  • share what we’ve learnt and the service improvements we’ve made with residents through our website and publications like Talk magazine. We’ll also produce a self-assessment on our complaint handling process for the Housing Ombudsman, which will be available on our website.

These changes will make the complaints process better for you, while we learn and improve from the feedback you give us.

Pay us a compliment

We’d love to hear what your like about our services too. It’s an opportunity to tell us what we’re doing right and perhaps recognise a member of staff who’s gone the extra mile to help you.

Join the Resolve panel

The Resolve customer complaints panel is looking for more members. If you’d like to get involved, learn some new skills and help us improve our services, get in touch by emailing elaine.warwick@bpha.org.uk.

For more information on our complaints process, including how to make a complaint or share a compliment go to www.bpha.org.uk

Handling complaints isn’t just about resolving problems for residents – we use your feedback to make changes that improve services. Here are a few examples of what we’ve done recently.