We hope that our members will not feel the need to make a complaint, but if we get things wrong or if there is something we could improve, then we want to hear about it.
Members (or others) can make:
- an informal complaint – which means we will try to address the problem you are raising as quickly as we can or
- a formal complaint – which means we will also try to address the problem quickly, but we will also manage the complaint formally in accordance with our complaints procedure.
Complaints need to be in writing, but we will assist members to put complaints in writing if they want us to. Complaints can be raised with BCHS or with a member of the committee.
There are various parts to our complaints procedure, but a formal complaint involves the following:
- an investigation of the complaint, which will probably involve interviews with the complainant and anyone else involved
- us formally stating our position on the complaint – ie. whether we think the complaint was justified or not and what we are going to do about it
- if the complainant is not happy with our position – they can request a review of the complaint and someone different will hear the review.
If a complainant is still not happy with the outcome of their complaint, they may be able raise the matter with the Housing Ombudsman Service.
There are different types of complaints:
Management complaints – where a complainant wishes to complain about one of our housing services. These complaints will be dealt with in accordance with our complaints procedure (available here).
Anti-social behaviour or harassment complaints – where one or more complainants want to complain about the behaviour of one of our members, their families or their visitors, or about someone else who they consider is causing them problems. These complaints will be dealt with in accordance with our Anti-Social Behaviour Policy (available here).
Neighbour disputes – where two or more neighbours have disputes with each other. These will also be dealt with in accordance with our Anti-Social Behaviour Policy.
Governance complaints – where a complainant wishes to complain about how one or more of our committee members is behaving in relation to their role on the committee. This will be dealt with in accordance with our Code of Conduct (available here).