We aim to provide a good service to all our tenants and leaseholders.
Sometimes you might not always be happy with our services and might want to make a complaint.
We want to get things right and we welcome your feedback and complaints.
We will treat your complaint with fairness and in line with:
Visit Housing: complaints and feedback to make a complaint or give feedback
When you make a complaint, it can go through 2 stages.
This stage is when you first send your complaint to us.
We'll send you a written acknowledgement of your complaint within 5 working days.
The written acknowledgement will include:
- a summary of your complaint
- the complaint handler's name
- details of the complaints process
Your complaint handler will contact you within 10 working days of our acknowledgement.
The complaint handler will investigate and decide what actions we should take to solve your problem.
They'll also give you information about how to take your complaint to Stage 2 if you're unhappy with the result of Stage 1.
If you're not happy with our Stage 1 response you can ask for a review.
To ask for a review you can:
- contact your Stage 1 complaint handler
- email complaints.feedback@bristol.gov.uk
- visit Citizen Service Point, 100 Temple Street, Bristol, BS1 6AG
- write to Customer Relations (100 TS), PO Box 3399, Bristol, BS1 9NE
It would be helpful if you could tell us:
- why you're not satisfied with the outcome of the investigation
- what further actions you want
We aim to complete the Stage 2 review and write to you explaining the outcome within 20 working days.
This review is the final stage of our complaint's procedure.
If you've completed the Stage 2 process and are unhappy with the response, you can contact one of these organisations.
- Housing Ombudsman: if you're a tenant or leaseholder
- Local Government and Social Care Ombudsman: if you're homeless or in temporary accommodation
- Building Safety Regulator: if you've any building safety complaints