If you are unhappy or dissatisfied with the standard of a service that we have provided or something we have done or failed to do we will treat this as a complaint. A complaint does not need to be in writing.

Find out more about how to make a complaint about BCP Homes.

When dealing with your complaint, we will:

• try to put it right immediately under stage 1 of our complaints procedure
• carry out a full investigation of your complaint if we cannot put it right immediately or if you ask us to
• provide you with a written response within 10 working days to a stage 1 stage complaint investigation
• investigate your complaint under stage 2 of our complaints procedure if you tell us that you are unhappy with the stage 1 outcome and provide you with a response within 20 working days
• let you know if it will take longer than the times specified to answer your complaint

We will also:

• follow the Housing Ombudsman Complaint Handling Code 2024 when dealing with your complaint
• carry out an annual self-assessment against this code and publish it on our website
• aim to answer 96% of stage 1 complaints within 10 days and stage 2 complaints within 20 days
• publish our complaint handling performance including setting out the lessons that we have learned and how we have put things right
• provide councillors, our advisory board and residents panels with more detailed information about how we deal with complaints so they can scrutinise our performance

We will measure our performance and report on:

• stage 1 complaints answered on time
• the average working days to answer a stage 1 complaint
• stage 2 complaints answered on time
• the average working days to answer a stage 2 complaint
• residents’ satisfaction with how their complaint was handled