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Make a complaint

We try to deliver a great service to customers, however, sometimes things don’t go as well as we’d like. If you have a complaint, please let us know. We want to resolve it quickly, fairly and simply.

A complaint is an expression of dissatisfaction about a standard of service or lack of action by bpha, or a bpha representative.

Read our Compliments and Complaints Policy

How do I complain?

You can make a complaint in any of the following ways:

Please note: we only accept complaints where a dissatisfaction has happened in the last 12 months.

If you are worried about making a complaint, please ask someone to help or support you through the process, we want to make it as easy as possible for you.

How does it work?

Complaint triage

We will review your concern to check it meets our complaints policy framework. If it does not meet our complaints policy we will contact you and provide further guidance.

Acknowledgement

Your complaint will be acknowledged within 5 working days.

CRO assigned

You'll be given the name and details for the Complaints Resolution Officer (CRO) helping you.

Discussion

They'll get in touch with you to discuss your concerns in detail and a plan will be agreed.

Next steps

If we can't resolve your complaint within 10 working days, you'll be contacted by your CRO.

Resolution

You'll receive a letter with our findings and how we'll try to resolve your complaint.

Reviewing your complaint

Each case will be considered individually, however, we will reject a complaint request if it is:

  • A service request.
  • Matters for which there is an alternative route, for example an appeal against an application review.
  • Where legal proceedings have been issued in a legal action.
  • A complaint about a service that is not provided by bpha, or by a third party under our agreement.
  • The decision for an allocation of a property – this must be raised to the relevant local authority.
  • Where a procedure already has an appeals process linked to it, the final decision cannot be raised as a complaint; however, the procedure can be.
  • Matters that have previously been considered under the complaints policy.

Please give a detailed summary of your complaint using the form below.

We only accept complaints where a dissatisfaction has happened in the last 12 months.

You can select more than one. Press Continue when ready.

















Anti-social behaviour

We are sorry you are experiencing problems, however, this is not part of our formal complaint process.

Please read our guidance on Anti-social behaviour. You can also get in touch with our Customer Communication Centre who will direct your query to the correct team.

Read our guidance on what is or isn’t a complaint.

Report a repair

Reporting a repair is not part of our formal complaint process. Please go to our report a repair page.

Read our guidance on what is or isn’t a complaint.

We have not found any of your reported repairs. If you have details, please add to the summary of your complaint below.

Please select the repair relating to your complaint

Select Reference Reported Description

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