Give a compliment, comment, or complaint
Your feedback is really important to us and helps us improve what we do. Whether it’s good or bad, we want to hear what you have to say.
Please tell us if you want to pass on a compliment or thanks to any of our staff or talk to us if something isn't right. It's okay to complain.
You can make a comment, compliment, or complaint by:
- Completing our online form
- Emailing us at customerservices@berneslaihomes.co.uk
- Phoning us on 01226 787878
Your Comments Count
'Your Comments Count' is the way that we listen, reply, and learn from the things you have to say.
We’ll do what we can to put right any issues and we'll learn from this so we can deliver better services.
We produce anonymous reports four times a year which shows the sort of compliments, comments, and complaints we've received, how we've dealt with them, and what changes we're making as a result. You can read our latest reports in the 'Check our performance' section.
If you want to know more about the way the way we look after your personal information, please read our privacy promise.
Our complaints procedure
It’s okay to complain. If you’ve raised concerns about an issue with our service and it hasn’t been dealt with quickly and effectively, please let us know that you remain dissatisfied.
Complaints could include:
- repairs and maintenance
- issues with communal areas
- health and safety issues
- anti-social behaviour
- customer service
Be assured, you shouldn’t be penalised for making a complaint and it will not affect your tenancy.
You can contact the Customer Services Team and register a stage one formal complaint by:
- Completing our online form
- Emailing us at customerservices@berneslaihomes.co.uk
- Phoning us on 01226 787878
Stage one complaints
The Customer Services Team will register your complaint and pass it to the manager of the service you are complaining about to investigate. We will write to you within two days of receiving your complaint to tell you
- that we have got your complaint
- who is dealing with your complaint
- how you can contact the person dealing with your complaint
- when you will receive a response
We'll then investigate your complaint and reply to you within ten working days. If you're unhappy with this response, you can ask for your complaint to be reviewed by the Customer Services Team at stage two of our procedure.
Stage two complaints
The Customer Services Team will investigate your complaint and will:
- review the action taken so far
- contact you to discuss your complaint and gather any extra information needed
- contact our staff to gather extra information
- consider the evidence
- pass the findings to the Director who is responsible for that service who will make a final decision
We’ll then respond to you in writing. Our target for responding to stage two complaints is twenty working days.
The Housing Ombudsman
The role of the Housing Ombudsman is to encourage and assist landlords and tenants to resolve a dispute at the earliest opportunity.
If you’re unhappy with our response then you can make a complaint to the Housing Ombudsman who will investigate fairly and impartially.
You can contact them to talk about your concerns and see if they can help in this way at any point before or during the complaint process. If you’re a tenant - after you’ve gone through both stages of our complaints procedure and still remain dissatisfied, you can complain to the Housing Ombudsman.
Contact the Housing Ombudsman
You can contact the Housing Ombudsman direct by:
- Online: Visit the Housing Ombudsman website
- Phone: 0300 111 3000
- Email: info@housing-ombudsman.org.uk
- Writing: Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ.
The Housing Ombudsman asks that we complete an annual self assessment against the code, publish the results, and take appropriate steps to make sure complaint handling is in line with the code. You can read our latest self-assessment below.
Listening and learning from complaints
We welcome complaints and promote a positive complaints handling culture within Berneslai Homes. You can find out more about how we listen to and learn from complaints on the 'Check our performance' page.
Make Things Right campaign
The UK Government have launched the 'Make Things Right' campaign to make sure that social housing residents who are struggling to resolve their problems and need support, are aware of how to make a complaint.
For more information please visit the Make Things Right campaign website.
