We will accept complaints by phone, letter, e-mail, in person, website and social media.

Our complaints system

Our complaints system provides you with a fair, consistent, impartial and confidential process through which you can express dissatisfaction about an element of our service and give us the opportunity to put right what has gone wrong.

We regard complaints as an opportunity to;

  • See things from the customers viewpoint
  • Identify weaknesses and put them right
  • Identify service improvements; and
  • Improve customer satisfaction

In 2019/20 we received 206 formal complaints and 100% of those complaints were dealt with within our timescales.

Annual Complaints Report 2019-2020

Our complaints process is designed to provide our customers with a fair, consistent, impartial and confidential means through which they can express dissatisfaction about an element of our service and it also gives Broadacres the opportunity to put right what has gone wrong.

Click here to read (PDF, 246KB, 7 Pages)

Make a complaint form

Please DO NOT use the complaints form below for reporting anti-social behaviour, grass cutting or repairs.

If you are reporting a repair please CLICK HERE

If you are reporting anti-social behaviour please CLICK HERE

Complaint report

If you would like to make a complaint please complete the form below.

For further information about how we deal with complaints please view the following documents.

Housing Ombudsman Complaint Handling Code

In September 2020, the Housing Ombudsman published a new Complaint Handling Code setting out good practice for landlords to respond to complaints effectively and fairly. We see the new Code as a positive move forward that provides clarity of expectation and focuses on good outcomes for our customers.

As part of the code we are asked to self-assess by 31 December 2020 and publish the results, attached are our results.