Bushbury Hill EMB are committed to providing an excellent service and we really value your feedback so please tell us about a great customer service you received, if something didn’t go as planned or as you expected or if you have any feedback on how we can improve.
We manage our complaints in line with the Housing Ombudsman's Complaint Handling Code, our assessment against the code can be found here, and we have a clear Complaints Policy which is available to all tenants. Our approach to complaints is to make the process as simple and accessible to you as possible.
Statistics about all complaints made are reported to Board and used as an opportunity to identify any trends, learn lessons and make improvements. Our 2023/2024 complaints report can be found here.
There are 2 stages to Bushbury Hill EMB’s complaints policy.
We aim to resolve complaints at this stage. Your complaint will be acknowledged and logged within 5 working days, you may also receive a call so we can fully understand your complaint and the resolution you are seeking. The complaint will be investigated by a senior manager and will formally respond to you within 10 working days from acknowledgement of the complaint. More information can be found in our Complaints policy.
If you are unhappy with your Stage 1 response and do not feel your complaint has been satisfactorily resolved, you have the right to appeal to our complaints panel. Our target is to arrange your panel within 15 working days. More information can be found in our Complaints Policy
We respect our tenants’ right to complain when we fail to provide a service that meets your expectations and our own high standards.
“An expression of dissatisfaction, however made, about the standard of service, actions, or lack of action by the landlord, its own staff, or those acting on its behalf, affecting a resident or group of residents”.
A tenant does not have to use the word ‘complaint’ for it to be treated as such. When a tenant expresses dissatisfaction, we will ask the tenant if they would like to raise a complaint.
The Housing Ombudsman considers complaints about housing associations and local housing authorities. This can include leaseholder services, moving to a property, rent and service charges, occupancy rights, property conditions, tenant behaviour, estate management, complaint handling and compensation.
You can bring a complaint to the Housing Ombudsman Service for investigation if you have completed your landlord’s complaint process and the issues have not been resolved.
They can also help if Bushbury Hill EMB are not responding to a complaint you made to us.
The contact details for the Housing Ombudsman service are:
The Government has launched the ‘Make Things Right’ campaign to raise awareness among social housing tenants to make sure they know how to make things right when it comes to making a complaint. To find out more please visit Social housing complaints – How to complain about your social housing.
Bushbury Hill also want to know when a customer is particularly happy with any service they have received and any compliments we receive do get reported back to staff and Board members to allow us to build on our successes.
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