Complaints

If you feel we haven’t done what we should have, or we have let you down in some way, please talk to us

What is a complaint

The Housing Ombudsman says that a complaint is:

“An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by an organisation, their staff, or those acting on their behalf, affecting you or a group of residents.”

Often your concerns can be resolved quickly at the first point of contact, and you will not need to go through the formal process. However, if you wish for your concerns or dissatisfaction to be recorded as a complaint, then our colleagues will support you through this process.

You may need us to help you access our complaints process, if you do, just let us know, and we can provide extra support with this.

A complaint can be where we have:

    • not done something that we should have done
    • done something that we should not have done
    • treated you unfairly, not been polite or acted badly
    • given you a service below the expected standard
    • given you incorrect information
    • not followed our policies and procedures

At any point of your complaint, you can contact the Housing Ombudsman Service for support or advice.

Sometimes we receive complaints that cannot be considered under the Complaints Policy. If this is the case, we will let you know why in writing within 5 working days of receiving it.

How to make a complaint

We will accept complaints by telephone, letter, e-mail, in person, on the website and social media, and we will accept complaints made by your friends, relatives or advocates, who have your permission to act on your behalf.

You can contact Broadacres using any of the ways below:

‘Make a Complaint’ form

Telephone: 01609 767900

Email by clicking here

Social media: Facebook, Instagram and LinkedIn

By writing to: Broadacres House, Broadacres Housing Association, Mount View, Standard Way, Northallerton, DL6 2YD

Please contact us if you would like this information in Braille, large print, audio or another language.

What happens once we receive your complaint

We aim to respond to your complaint as quickly as we can and within certain timescales set out in the Housing Ombudsman’s Complaint Handling Code. Find out about these timescales and what you can expect from Broadacres.

What happens when we receive your complaint?

Annual Complaints Report

The Housing Ombudsman Service requires member landlords to produce an Annual Complaints Performance and Service Improvement Report for scrutiny and challenge, which has to include the following information:

  • the annual self assessment against the Housing Ombudsman Complaint Handling Code
  • a qualitative and quantitative analysis of our complaint handling performance
  • any findings of non-compliance with this Code by the Ombudsman
  • the service improvements made because of the learning from complaints
  • any annual report about our performance from the Ombudsman
  • any other relevant reports or publications produced by the Ombudsman in relation to our work
Annual Complaints Report

Documents and useful information
Complaints Policy
All landlords are required to evaluate their This policy relates to all parts of the organisation and to other organisations that provide services to our customers under contract or in partnership with us.
70 KB, DOCX
Compensation Policy
The aim of this policy is to ensure we provide redress to restore the position our customer would have been in had the service failure not occurred.
649 KB, PDF
Housing Ombudsman Self-Assessment
This self-assessment form should be completed by the complaints officer, and it must be reviewed and approved by the landlord’s governing body at least annually.
82 KB, DOCX
Annual Complaints Performance and Service Improvement Statement
The Broadacres Board response the the complaints performance in 2024/25
245 KB, PDF
Unacceptable Customer Behaviour Policy – Abridged
Broadacres will not tolerate unacceptable behaviour nor actions that result in unacceptable or excessive demands on our service in that it prevents colleagues from carrying out their duties effectively.
72 KB, DOCX
Unacceptable Customer Behaviour Policy – Accessible
This policy sets out our approach to manage the small number of cases where the actions of customers become unacceptable because they involve abuse of Broadacres colleagues or processes and the behaviour, or actions are considered unacceptable.
69 KB, DOCX
Vulnerability, Protected Characteristics and Reasonable Adjustments Policy – Abridged
This policy will support colleagues to provide an accessible and inclusive service to all our customers and will ensure that we do not discriminate by not recognising, responding and recording a disability, or by not adhering to an agreed reasonable adjustment.
77 KB, DOCX
Vulnerability, Protected Characteristics and Reasonable Adjustments Policy – Accessible
An accessible version of this policy to support colleagues to provide an accessible and inclusive service to all our customers and will ensure that we do not discriminate by not recognising, responding and recording a disability, or by not adhering to an agreed reasonable adjustment.
78 KB, DOCX

Can’t find what you’re looking for?

Please email us at info@broadacres.org.uk or contact us using the link below.

Contact us