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Blackpool Coastal Housing Ltd
Coastal House
17-19 Abingdon Street
Blackpool
FY1 1DG
T 01253 477900
Email:
enquiries@bch.co.uk
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Blackpool Coastal Housing
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Embracing Complaints
Compliments & Complaints
Embracing Complaints
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Compliments & Complaints
Coastal House
17-19 Abingdon Street
Blackpool
FY1 1DG
01253 477900
enquiries@bch.co.uk
Blackpool Coastal Housing (BCH) are committed to providing our customers with high quality services and we want to know if we have got something wrong so that we can put things right. If customers are not happy with the quality of the service they receive, or the way they are treated by BCH staff or our contractors, they have the right to complain.
Complaints may be made by a person who receives or has received services from Blackpool Coastal Housing or any person affected or likely to be affected by Blackpool Coastal Housing’s actions, omissions or decisions.
The complaint may be about the following:
• Any service or lack of service provision
• A failure to consider all relevant information when coming to a decision
• Staff attitude
• Delay or failure to respond to a request for service or an inquiry
• Failure to provide a suitable standard or level of service
A representative of a person may also make a complaint. The representative must be acting on behalf of a person who had a right to complain where this person:
• Is unable to complain themselves because of: a physical incapacity or a lack of capacity within the meaning of the Mental Capacity Act 2005; or
• Has requested the representative to act on their behalf (proof must be provided in this instance); or
• Has died
Blackpool Coastal Housing may refuse to deal with complaints made without permission from the person who is the subject of a complaint or if it is felt that the representative is not acting in the service user’s best interest.
What is a Complaint?
BCH define a complaint as:
‘Where a customer is unhappy with the service they have received from BCH or one of our contractors.’
For example, if a customer is upset about the attitude of a member of BCH staff, or if they feel a service standard, policy or procedure has not been met, or our contractor fails to attend an appointment, they can make a complaint.
What is not a Complaint?
BCH does not class any of the following as a complaint or service failure:
• Reports of fly tipping or vandalism
• Request for a Repair
• Neighbor nuisance or anti-social behaviour reports
• Complaints about the actions of an organisation that is not working for, or supported by, BCH
Although we do not treat these issues as a complaint under this procedure, we will deal with them in an appropriate manner.
Our Complaints Commitment
BCH values all complaints as an opportunity to learn from mistakes and make important service improvements.
• At Stage 1 our officers will try to resolve the customers ‘expression of dissatisfaction’ within 5 working days.
• At Stage 2 the customer will receive a full written response in 10 working days. If we cannot provide a full response within the timescale, we will send a letter within 10 working days to explain why and provide a new timescale for the full response. All full responses will include an explanation of the decision reached by BCH. If any service is found to have failed to meet our service standards, we will apologise in writing. These letters will also state what we have done to put things right.
• At Stage 3 an appeal panel will be held within 15 days of the customer lodging their appeal. The customer will be notified in writing of the panels decision within 5 working days of the appeal panel taking place. If any service is found to have failed to meet our service standards, we will apologise in writing. These letters will also state what we have done to put things right.
Page last modified on 10 April 2012
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