What happens when we receive your complaint

What to expect from Broadacres when you complain about a service you’ve received

When you first tell us about your complaint

This is called a stage 1 complaint.

We will aim to let you know that we’ve got your complaint by the end of the next working day, but always within the Housing Ombudsman’s Complaint Handling Code requirements of 5 working days.

We will give you a full written response within 10 working days.

We will only take more time than these timescales if there is an important need to do so and only if you agree.

Where something has gone wrong, we will provide you with an honest and open explanation and set out the actions we have already taken or intend to take to put things right. We’ll also let you know how we will learn from any mistakes.

If you are still not happy, you can move your complaint to the next level

This is called a stage 2 complaint.

You’ll need to let us know if you’d like to do this.

We’ll acknowledge this by the end of the next working day and respond in writing within 20 working days.

If you are still not happy

You can contact the Housing Ombudsman Service at any time, contact details below.

Telephone: 0300 111 3000

Email: info@housing-ombudsman.org.uk

Web: www.housing-ombudsman.org.uk

Post: Housing Ombudsman Service, PO Box 152, Liverpool, L33 7WQ