BCHA aims to provide all our customers with an excellent service, however sometimes we may not get it right or we may make a mistake. BCHA records compliments to acknowledge where things are going well, and we use feedback from complaints so we can continue to improve our services.
You can report Complaints to us in any of the following ways:
- You can log a complaint on our website www.bcha.org.uk
- Call a member of our Customer Services Team on 01202 410 500
- Send an email to us at complaints@bcha.org.uk
- Write to us at our head office - The Factory, 14 Alder Hills, Poole, BH12 4AS
- You can also raise a complaint with any member of staff, who will pass this directly to the Customer Service Team
Making a Complaint
If you wish to make a complaint, please ensure you let us know the following,
Your details:
Name, address or property the complaint relates to, a phone number and an email address where possible
How you would like us to communicate with you during the complaint
Phone, email or post
Details of the complaint:
What went wrong?
Your expected outcome:
What would you like us to do?
What is the Complaints Process?
We will acknowledge your complaint within 2 working days with an acknowledgement letter. The letter will inform you which manager will be investigating your complaint and working towards a resolution with yourself. BCHA has a 2-stage complains process, you can see an overview of these
stages below.
Stage 1
The investigating manager who has been investigating your complaint has 10 working days (from date of acknowledgement) to review and respond to your complaint with an outcome. This outcome may advise what we have done to make things right, or what we propose to do with an action plan ensuring resolution.
If you are happy with the outcome, we will close the complaint. If you are not happy with the resolution offered at Stage 1, let us know you wish to progress the complaint to Stage 2, within 14 days of receiving the Stage 1 outcome letter. If you progress to Stage 2, you will again receive an acknowledgement letter within 2 working days. The letter will inform you what Head of or Director will be investigating your complaint at this stage.
Stage 2
At this stage your complaint will be escalated to a Director or Head of service, who will contact you and aim to resolve the complaint with a proposed solution within 15 working days.
If you are still dissatisfied with the outcome of your complaint after Stages 1 and 2, you can contact the Housing Ombudsman.
Contacting the Ombudsman
Call the Housing Ombudsman:
0300 111 3000
Visit them online:
www.housing-ombudsman.org.uk
Email at:
info@housing-ombudsman.og.uk
Write to them:
Housing Ombudsman Service, PO Box 152, Liverpool, L33 7WQ
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