We use the definition of a complaint as defined by the Housing Ombudsman: "an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the landlord, its own staff, or those acting on its behalf, affecting a resident or group of residents."
A resident does not need to use the word “complaint” for it to be treated as one. If a resident expresses dissatisfaction, we will ask them if they wish to make a complaint.
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Reporting antisocial behaviour
If you are experiencing antisocial behaviour but you are reporting it for the first time, you can find out what is classed as antisocial behaviour and how to report it to us. Alternatively, you can call 0800 028 1870.
Let us know if you are not happy with our services
If it's the first time you are telling us about a problem, for example, the first time you are requesting a repair, please call us on 0800 028 1870 or email bcphomes@bcpcouncil.gov.uk to discuss your concerns directly with the relevant team.
How to make a complaint
You can make a complaint about a BCP Homes property online.
Alternatively, you can contact the Complaints Officer by:
- email: bcphomes.complaints@bcpcouncil.gov.uk
- telephone: 0800 028 1870
Please give as much information as possible about your complaint, including your name and address, or the address that you wish to complain about.
Our Customer Charter explains how we will treat you and how we ask to be treated.
A complaint that is submitted via a third party or representative will still be investigated; however we would also need to ensure that any representative has the authority to act.
For information about our approach to compensation, please read our compensation policy.
How your complaint will be dealt with
We have a 2 stage complaints process as set out below.
Stage 1 complaint
When a complaint is received or taken over the phone. It will be acknowledged, logged and defined within 5 working days of receipt. We will carry out our investigation and respond within 10 working days. We will let you know if the investigation will take longer and keep you informed.
We may be able to resolve your complaint quickly without the need for an investigation, sometimes when speaking to you. We will still acknowledge your complaint, provide you with the outcome and tell you what you can do if you are still dissatisfied.
Stage 2 complaint
If you are not happy with the outcome of your stage 1 complaint, you can request that your complaint is escalated to a stage 2.
Your stage 2 complaint request will be acknowledged within 5 working days, and you will receive a response within 20 working days. We will let you know if the investigation will take longer and keep you informed.
After a stage 2 complaint, if you still do not believe that your complaint has been fully investigated, then you can refer this matter to the Housing Ombudsman. However, you can also refer to the Ombudsman for help with your complaint at any time if we have not provided a response to you within our complaint policy timescales.
We will follow the requirements of the Housing Ombudsman Complaint Handling Code when dealing with complaints. This code also requires landlords to appoint a member of its governing board as its Member Responsible for Complaints (MRC). The main function of the MRC is to champion a positive complaint handling culture within the organisation, and to have oversight of complaints performance. The BCP Homes MRC is Councillor Dower.
The GOV.UK Make things right campaign has more information and guidance about social housing complaints.
The Health and Safety Executive requires social landlords to have a complaints procedure in place for tenants and other building users to raise concerns about high-rise buildings owned and managed by BCP Homes. In this instance, a high-rise building is classed as being at least 7 storeys or 18 metres in height.
Complaints classed under building safety would be about structural failure and the spread of fire.
In some cases, a complaint would be treated as a service or maintenance request. This would be decided on a case-by-case basis.
If you wish to make a complaint about building safety which meets the requirements above, please email your complaint to bcphomes.complaints@bcpcouncil.gov.uk for the attention of Mark Dearing, who is the Principal Accountable Person (PAP).
The same process and timeframes set out in the BCP Homes complaints policy will apply to any building safety complaints.
What we’ve learned and how we’ve changed
For a detailed review of complaint outcomes and the improvements made, view our Lessons learned analysis from 2024 to 2025.
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Complaints performance from 2024 to 2025
View our complaints performance and Service improvement report from 2024 to 2025.