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We know that things can and do go wrong and when they do we want you to tell us. We're always looking to improve and develop our services, and often, complaints help us to do just that.

Over the past year (April 2022 - March 2023) we recorded:

All complaints:

95 Stage 1 complaints of which 29 escalated to Stage 2, accounting for just under 2% of the total number of properties.

61% were upheld/partially upheld and 39% were not upheld.

Main complaint areas:
  • Responsive repairs - 29%
  • ASB - 18%
  • Neighbourhoods - 8%
  • Assets - 8%
  • Lettings - 7%
Outcomes from complaints:
  • Apology provided - 17
  • Remedial works/service - 11
  • Compensation awarded - 8
  • Individual/team discussion - 7
  • Staff training provided - 6
  • Change to process/policy/procedure - 5
  • Goodwill gesture made - 3
  • Explanation provided/advice given - 3
  • Change to management of contractor - 1

This shows the action we have taken as a result of some of the complaints received.

If you need to make a complaint, you can contact our dedicated Involvement and Communications Team:

T: 01253 477900 (select option 4 then 3)

E: customerinvolvement@bch.co.uk