Do you have feedback you’d like to share with BCHA? Please get in touch with us to share any positive experiences or circumstances where something has gone wrong. We welcome all feedback to help improve services for our customers.
To make a compliment or complaint, please use the forms below or contact our customer services.
If you need support in dealing with anti-social behaviour, click the button below for more information.
We also offer paper forms for making a compliment or complaint. For more details, please read our full Compliments & Complaints Policy and our Raising Serious Concerns Policy.
Contact Us
Contact our Customer Services
Call: 01202 410 500 (Mon-Fri, 9am-5pm)
Email: complaints@bcha.org.uk or compliments@bcha.org.uk
Visit: 3-5 Palmerston Road, Bournemouth, BH1 4HN
Our Complaints Process
For a simple summary of our complaints process, please view our leaflet or click on the questions below.
A complaint is an expression of dissatisfaction (recieved either in person, by phone or by email or some other method) about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual customer or group of customers.
There are some things we can’t deal with through our complaints procedure, including:
- An initial request to put something right such as a repair – if you feel that we have not resolved a request to put something right to your satisfaction, you can make a complaint
- Complaints involving abuse or neglect will be dealt with immediately under our Safeguarding Policies
- Complaints about the conduct of neighbours, visitors etc will be handled under the Antisocial Behaviour policy
- A situation that is over 6 months old
- A situation where legal action has started
- Vexatious complaints (complaints that are without foundation, repetitive and unreasonable or that are malicious)
We will be in touch within two working days to let you know that we have received your complaint and to let you know which manager will be seeking a resolution of the complaint with you. We will let you know what we think you want to happen as a result of your complaint. The process then moves into Stage One of our two stage process.
- Stage One:
A BCHA Manager will contact you within 10 working days with a proposed solution. We may be in touch earlier if we need more information or if we think it may take a little longer to resolve.
If you do not think that we have found an acceptable solution to your complaint, then you can ask us to take the complaint to Stage Two. This needs to be done within 14 days.
- Stage Two:
A BCHA Director will contact you with a proposed solution within 15 working days. We may be in touch earlier if we need more information or if we think it may take a little longer to resolve. In this case, we will agree with you a date by which we will resolve the complaint and we will keep you informed on how things are progressing.
Additional support
The Housing Ombudsman is there to offer advice about making a complaint, but will not intervene until both stages of our complaints process have been completed.
If you are dissatisfied with the outcome of your complaint after it has been investigated by a Manager (Stage One) and a Director of BCHA (Stage Two), you can contact the Housing Ombudsman to investigate.
Housing Ombudsman
Call: 0300 111 3000 (Mon-Fri, 9.15am-5.15pm)
Email: info@housing-ombudsman.org.uk
Visit: Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ
The Ombudsman published its revised code of practice in February 2024. We have carried out a self-assessment to measure how we are performing against it.
Please read our Annual Complaints and Service Improvement Report 2023-24 and the BCHA Board Response to our 2023-24 Self-Assessment.
Legal Correspondance
For legal and regulatory matters, email: companysecretary@bcha.org.uk
Privacy Policy
The privacy and security of your personal information is important to us. Any contact with us generates records, which may include personal information which is subject to data protection legislation. BCHA follows UK legislation in how it stores and uses any data collected from individuals. Click the button below to learn more.
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