You can make a complaint using any of these channels:
- Tenants Online
- email or click on ‘Make a complaint’ red button above
- telephone 0303 303 0003
- talk to any Broadland employee
- via social media
Overview of the complaints process
How we deal with your complaint
We aim to resolve complaints quickly and to learn from them. For each stage of the complaints procedure, we focus on people first, then on recording and process.
Swift resolution – let’s get things sorted
We will listen to your complaint and apologise where there are issues with our homes or services. We will respond quickly and focus on putting things right.
We will record and monitor all swift resolutions so that we can spot any patterns, learn from our mistakes and improve.
Stage 1: Formal complaint
Stage 1 marks the start of Broadland’s formal complaint process. It will be used if:
- you are not satisfied with Broadland’s swift resolution response
- you would like to make a formal complaint from the start
A stage 1 complaint is always allocated to a member of the Senior Management Team. We will acknowledge your stage 1 complaint within 3 working days. A member of the Senior Management Team will contact you within 5 working days of acknowledgement. They will investigate and respond to you fully within 10 working days of acknowledgement. (Time targets may be extended with the agreement of the tenant.)
Stage 2: Panel hearing
If you are not satisfied with our formal response at stage 1, you can ask for your complaint to be moved to stage 2. You are invited to present your case to a panel made up of the Chief Executive plus 2 Broadland board members. You can put your case in writing or join the meeting in person. If you choose to attend the meeting, you can bring an advocate with you, such as a friend or family member, to provide support. The panel will consider your case and give Broadland’s final response, and the reasons for their decision, within 3 working days of the panel hearing.
This is the final stage of Broadland’s complaints procedure.
If you are still not satisfied, you can take your complaint to the Housing Ombudsman (see below), who will investigate. We will provide details of these rights of further appeal after the panel hearing.
Compensation and goodwill
Our compensation and goodwill policy is currently under review.
Occasionally, a tenant may pursue their complaint in a way that we consider unreasonable.
We define unreasonable complaints as those where a tenant is persistently contacting us or submitting information. This can hinder our capacity to investigate their complaint or other people’s complaints. It may also significantly impact on our resources. These actions can occur during or after the investigation of their complaint. A printed copy of our Unreasonable Complaints Policy is also available on request.
The Housing Ombudsman service is available throughout the lifetime of your complaint. If you feel you need further help and guidance on your complaint, you can contact them at:
- Website: www.housing-ombudsman.org.uk
- Tel: 0300 111 3000
- Address: Housing Ombudsman Service, PO Box 152, Liverpool, L33 7WQ
Our complaints policy and procedure comply with the Housing Ombudsman’s new complaint handling code.