bpha is committed to providing a good service to all customers. We recognise that sometimes people will have cause for dissatisfaction with our service and will wish to make a complaint. Our complaints process is easy to use and all complaints are dealt with fairly, impartially and in a timely manner.
How does it work?
Make a complaint
Hear from us within 72 hours
Discuss your complaint in detail
Investigation
Resolution and agreement
Making a complaint
How do I make a complaint?
You can make a complaint in any of the following ways:
- Online, using our complaints form
- By email: info@bpha.org.uk
- Telephone 0330 100 0272
- By post (Complaints, bpha, Bedford Heights, Manton Lane, Bedford, MK41 7BJ)
- In person to a bpha employee
- On social media facebook/bpha.uk or twitter.com/tweet_bpha
Please note: we only accept complaints where a dissatisfaction has happened in the last 6 weeks. But there may be special circumstances where we will consider complaints up to 6 months if there has been a continuous dissatisfaction.
Who can I speak to when making a complaint?
Our Customer Service Team can be contacted on 0330 100 0272 and always aim to resolve your issue straight away. If they’re unable to do this, it may be that your concern will need to be logged for further investigation.
It might be that your issue could be better resolved through another organisation where you may be able to seek independent advice. We can help by signposting you to other organisations where appropriate.
What do I need to tell you?
So that we can help you as quickly as possible, please tell us what the problem is and when it started. It would be helpful if you could let us know the names of any employees you have already spoken to about this matter.
We will ask you what you would consider as a reasonable resolution and will explain to you if this is achievable.
What happens after I have complained?
We will strive to resolve your complaint as quickly as possible. When we receive your complaint, we will contact you within 72 working hours.
At this point, we will discuss your concerns in more detail so that we can work towards reaching an agreed solution.
Your complaint handler may need to investigate further and will agree with you a communication plan to keep you informed of the progress.
When the investigation is complete, your complaint handler will contact you to advise you of the proposed resolution and any learnings identified from your complaint. Where possible this will be within 10 working days of your complaint being logged with us.
Where can I find your Complaints Policy?
You can read and download our full Compliments and Complaints Policy here.
Make a complaint online using our easy to use form.
There are a number of ways to make a complaint
Phone us on:
0330 100 0272
Email us at: info@bpha.org.uk
On social media
Send us a letter
Complaints, bpha, Bedford Heights, Manton Lane, Bedford, MK41 7BJ
In person to a bpha employee
Make a complaint online, using our simple complaints submission form.
Get in touch with the Housing Ombudsman
What happens if I don’t agree with the decision?
Appealing the complaint decision
If we’re unable to resolve your complaint, you can ask to escalate to an appeal. You must do this within one week and you must tell us what you feel we have failed to explain or do.
Our Complaints Team will escalate your complaint for you and assign it to a Head of Service.
You will be contacted to discuss the appeal process and timescales. If we are still unable to resolve matters, we will write to you with a full response advising you of the next steps.
What happens if I’m still not happy?
If you’re not satisfied with the final decision made you can refer your complaint to the Housing Ombudsman Service.
You must wait for at least eight weeks after receiving our response before doing so and this must be done within six months of ending our complaints process.
Alternatively, you can contact a designated person who may be able to recommend other ways for it to be resolved. A designated person is:
- a member of Parliament
- your local councillor
- a recognised resident panel
The designated person may decide to refer the matter directly to the Housing Ombudsman.
Referring directly to the Housing Ombudsman
The Housing Ombudsman prefers customers to follow the complaints procedure before opening a formal case with them. However, you may contact them for advice at any point during the process:
- Online: www.housing-ombudsman.org.uk
- By telephone: 0300 111 3000
- By emailing: info@housing-ombudsman.org.uk
- By post: Housing Ombudsman Service, Exchange Tower,
- Harbour Exchange Square, London E14 9GE
How can I read about the decisions the Housing Ombudsman has made on cases?
The Housing Ombudsman has now started publishing all decisions on cases it has investigated. Click here for more information.
Further support
You can get help and advice from the following organisations:
Proud to be
bpha is the Help to Buy Agent for the Midlands and London. For more information visit www.helptobuyagent2.org.uk
or call 03333 214 044.
