Talk To Us !

BCHA wants to hear any comments you have to make about our services to you.

We try to provide the best possible service but we won’t always get it right.

If you have any complaints please talk to us and we will try to sort it out immediately. If you are still not satisfied, we have a written complaints procedure.

If Talking Doesn’t Work...

Our complaints procedure is open to anyone who is unhappy about our service, decisions we make or the way we operate. Friends or relatives can make complaints on your behalf. BCHA staff will help you to complete our Complaints Form. Just ask us.

All complaints will be treated in the strictest confidence. They will be recorded and the progress of our answer will be carefully monitored by BCHA.

We always try to learn from our mistakes.

How To Make Your Complaint To BCHA...

Our complaints procedure is divided into four stages:

Stage 1

If you want to make a complaint, you can do so by speaking to someone face to face, phoning, or writing to BCHA or ask our staff for help to complete a complaints form. You can also complete a complaint form online (by clicking on the link below)

Online complaint form

Either write to BCHA - or ask our staff for help to complete a complaints form. Your written complaint will be acknowledged within 2 working days.

The complaint will be investigated and you will be sent a letter within 10 working days, giving our views and details of any action BCHA proposes.

Complicated complaints may take longer to deal with and if so we will keep you informed of progress.

Stage 2

If you still feel dissatisfied you can appeal to the Chief Executive of BCHA, who will review your case again. You will be advised of the outcome in writing and will be invited to a personal interview within 28 days to talk to our Chief Executive.

Stage 3

If you are still dissatisfied and your complaint concerns a management issue or a matter of BCHA policy, then your complaint will be reported to the BCHA Management Board which will consider the matter. You will be told the Board’s decision as soon as it is made.

Stage 4

If, after all this, you are still not happy, you may take your complaint to the Independent Housing Ombudsman. The Ombudsman is independent and offers all Housing Association tenants a fair and effective way of resolving complaints against Associations. Contact details are as flows:

Independent Housing Ombudsman
Norman House
105/109 The Strand
London
WC2R 0AA

Telephone: 0207 8363630
Local Telephone Number: 0845 7125973
Fax: 0207 8363900
Email: ombudsman@ihos.org.uk

Alternatively, you may wish to write to the Housing Corporation at the address below:

The Housing Corporation
West Midlands Regional Office
Norwich Union House
Waterloo Road
Wolverhampton
WV1 4BP

The Housing Corporation may decide to investigate a complaint in some cases.

To give BCHA a fair chance to resolve your complaint, please use each stage of our complaints procedure before contacting either the Ombudsman and/or the Housing Corporation.

We believe that this will provide faster satisfaction and a speedier solution to your problem.

BCHA’s Board is kept informed of all complaints

BCHA Management Board receives regular reports on customer complaints so that they are aware of any dissatisfaction. The Board will also consider any complaint which has not been resolved by the staff of BCHA to your satisfaction.

Remember, BCHA Board is controlled by BCHA Tenants.