Complaints

Complaints

If something hasn't gone well, please give us the opportunity to put this right.

We always aim to provide an excellent customer experience, and we analyse all our complaints every year to make sure we learn from them.

You can find some examples here of how complaints have changed our service.

Need to complain 

Sorry to hear this. Please fill in the form below so we can put this right.

Tell us what the issue is

Let's get that fixed

It sounds like you need a repair. Click here to skip to our repairs and maintenance tool.

But you can still raise a complaint if you're not happy about the way we've handled something. To do this, press 'Next'.

You need our neighbourhood toolkit

This sounds like something for our Neighbourhood team, but we need to narrow it down a bit more. Click here to go to our dedicated section on neighbour issues.

But you can still raise a complaint if you're not happy about the way we've handled something. To do this, press 'Next'.

If you prefer, you can speak to us on our live chat below (9am-5pm) or call 01992 453700.

How the process works

Complaints flow diagram

Expand this image. If this image isn't showing, please scroll down.

  1. You contact us with your complaint.
  2. Stage 1: if you don't feel we've resolved it, let us know and we'll do a full investigation (we'll confirm we're working on it within 5 working days, and try to finish our investigation in 10 working days).
  3. Stage 2: let us know if you're not happy with our investigation and we'll get a senior manager to review and investigate further (we'll confirm we're working on it within 5 working days, and try to finish our investigation in 20 working days).
  4. This is the end of our process. But, if you're not happy with the outcome, you can make a complaint to the Housing Ombudsman. (You can contact them at any point during your complaint.)

If you can't use the form above, you can still make a complaint. You can...

The Ombudsman is, simply, someone who investigates complaints.

They can make an independent and impartial decision on a complaint and are there to make sure everyone gets fair treatment.

They resolve complaints as quickly as possible and suggest most appropriate outcome based on the evidence they see. You can find out more about their service here.

You can contact them about your complaint at any point.

Click here to go to their website

But we'd like the opportunity to try to put things right in the first instance. If you've gone through our process and aren't happy with the final outcome, then you might want to contact the Ombudsman for to investigate our response.  

The Housing Ombudsman's service is free.

Related Links

Make a complaint with the Housing Ombudsman
Read our Complaints Policy in full
Have your say in B3Living decisions
Complaint Handling Code - how we did