Complaints
If something is not right, we want to know. Here is exactly what happens when you raise a complaint.
How to make a complaint
You can complain in whichever way suits you:
- speak to any member of staff or your key worker
- call or WhatsApp us
- email us
- use the complaint form on this page
- ask a friend, family member, advocate or support worker to complain for you
Making a complaint will never affect your tenancy or the support you receive.
We receive your complaint
We log it and acknowledge it within 2 working days, confirming who will be handling it and how to reach them.
We investigate
A manager not involved in the issue looks into what happened, speaking with you, staff and anyone else relevant.
We keep you informed
We keep in touch in the way you prefer and tell you straight away if anything is going to take longer than expected.
Stage 1 response
We write to you with our findings, what we will put right and any lessons learned, within 10 working days.
Stage 2 review
Still unhappy? Ask for a review. A senior manager or director will look at your complaint afresh and respond within 20 working days.
Concluded
We confirm the final outcome in writing, make sure agreed actions happen, and use what we learned to improve.
If you are still not satisfied
Once you have completed our process, you can take your complaint further. Depending on your circumstances, this may include the Housing Ombudsman Service, the Local Government and Social Care Ombudsman, or Birmingham City Council. We will tell you which applies to you in our final response and help you contact them.