If you have a concern or suggestion about a particular service, you should write or speak to a member of staff or the service manager. If there has been a problem, we will try and sort it out straight away.
Your local One Stop Shop will be pleased to help you raise a concern or make a formal complaint.
How do I make a formal complaint?
We want to know when our services have gone wrong. We want to put things right, and learn from our mistakes. So we have tried to make it easy for you to make a formal complaint.
You can:
- Send us a letter
- visit the One Stop Service
- telephone us on 020 8937 2323
- email customer.service@bhphousing.co.uk
- make a complaint online
- fax 020 8937 2624.
Our complaints procedure has three steps
Step one
The first step is to complain to the manager of the service or to the Complaints and Disrepair Team. We will tell you that we have received your complaint within five working days.
We will arrange for your complaint to be investigated and you will normally receive a full written reply within 15 working days of Brent Housing Partnership receiving your complaint.
If I am not happy with the reply, what can I do next?
Step two
You should contact the Complaints Team.
We will let you know that we have received your complaint within five working days. The Complaints and Disrepair Team will arrange for your complaint to be considered by a more senior member of staff.
You will be given their name and they will normally send you a full written reply within 20 working days.
Step three
If you are unhappy with the second response to your complaint, you can request an independent stage 3 review of your complaint, which will be carried out by the Chief Executive of Brent Council on behalf of the Board of Brent Housing Partnership.
The Chief Executive will acknowledge receipt of your complaint within five working days. We will normally send you a full written reply within 30 working days.
If I am still not satisfied, can I take my complaint further?
YES, you can contact the Local Government Ombudsman who will consider your complaint. The Ombudsman is an independent person who investigates complaints about local councils.
You can complain directly to the Local Government Ombudsman at any time, who will usually consider your complaint after it has been looked at under our complaints procedure.
The Local Government Ombudsman
PO Box 4771
Coventry CV4 0EH
Tel: 0300 061 0614 or 0845 602 1983
Where can I complain about other Brent Council services?
We are responsible for managing Brent Council's housing stock. We will deal with complaints about the services that we provide, for example, repairs, rents, estate cleaning, right to buy, tenancy issues etc.
If you have a complaint about any other Brent Council Services you should contact the One Stop Service Call Centre on 020 8937 1200.
Can I get help from my MP or Councillor?
YES, your local MP or Councillor may be able to help you make a complaint. You can get their name and address from a library or One Stop Service.
Or you can telephone the Council's Committee Services on 020 8937 1366.
Where can I get independent advice?
You can telephone:
- Brent Community Law Centre Advice Line
020 8451 1122
- Citizens Advice Bureau Call Centre
08450 505250
You can write to:
- Willesden Citizens Advice Bureau, 270 High Road, London NW10 2EY
Where to send your complaint about us
If you need more information on making a complaint, or you are not satisfied with a complaint response you have received, you can contact
Complaints & Disrepair Team
Brent Housing Partnership
Chancel House
Neasden Lane
London
NW10 2UF
- Tel: 020 8937 2323
- Fax: 020 8937 2624
- Email: customer.service@bhphousing.co.uk
Download
You can download in full the how to complain about Brent Housing Partnership leaflet as a portable document format (pdf).
- Our complaints leaflet (.pdf, 556Kb)
You may need Adobe Reader software to view the pdf files on this page, which is available as a free download from the Adobe website.
