BDHT-Guide-for-New-Tenants-2024-Digital-Singles - Flipbook - Page 35
Complaints
We know that sometimes things can go wrong and when they
do, we want to put it right. A service request is a request from a
resident requiring us to take action to put something right. Service
requests are not complaints, but are recorded, monitored and
reviewed regularly. If you are dissatisfied with the level of service
you have received, we will investigate this through our formal
complaints process.
We ensure that we deal with all complaints fairly, openly and
without bias.
• Complaints can be made via our customer portal mybdht,
Facebook or X, in person, by telephone 0800 0850 160, by letter,
by bdht complaint form, by email, or by text message.
• You can appoint a representative to deal with your complaint on
your behalf and can be represented by and/or accompanied at
any meeting with bdht where this has been requested or offered
wherever reasonable.
• We will write to you within five working days of receiving your
complaint to acknowledge receipt of the complaint and to
confirm who will be investigating it.
We will keep you informed, in writing, at each stage of the
complaint process and will share the name of the person
conducting the investigation and the timescale within which the
investigation will be completed.
Alternative feedback: If you prefer not to make a formal complaint,
we still value your feedback. We’ll listen to your concerns and work
to address them.
Housing Ombudsman Service: If you’re not satisfied with our
response, you can escalate your complaint to the Housing
Ombudsman Service, who will determine if we have handled your
complaint fairly.
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