Complaints Policy

BSJ Housing Solutions

1. Purpose

BSJ Housing Solutions is committed to providing a high standard of service. We welcome feedback and take complaints seriously. This policy explains how individuals can raise a complaint and how we will respond.

Our aim is to resolve complaints fairly, quickly, and transparently while using feedback to improve our services.

2. What Is a Complaint

A complaint is an expression of dissatisfaction about the standard of service, actions, or lack of action by BSJ Housing Solutions.

Complaints may relate to issues such as:

delays or failure in service delivery
poor communication
incorrect information or advice
staff conduct
dissatisfaction with decisions made by the organisation

3. Who Can Make a Complaint

Complaints can be made by:

tenants or residents
housing applicants
service users
members of the public
someone acting on behalf of a complainant with their permission

4. How to Make a Complaint

Complaints can be submitted in the following ways:

Email: hello@bsjhousingsolutions.co.uk
Website contact form
Written correspondence

Please include:

your name and contact details
a description of the complaint
any relevant dates or documents
what outcome you are seeking

5. Our Complaints Process

Stage 1 – Initial Review

We will acknowledge your complaint within 5 working days of receiving it.

We will investigate the issue and aim to provide a full response within 10 working days.

Stage 2 – Escalation

If you are not satisfied with the outcome of Stage 1, you may request that your complaint is reviewed.

A senior member of the organisation will review the complaint and aim to provide a response within 20 working days.

6. External Escalation

If you remain dissatisfied after our internal complaints process, you may refer your complaint to the Housing Ombudsman Service if your complaint relates to housing services.

7. Confidentiality

All complaints will be handled confidentially and in accordance with the Data Protection Act 2018 and UK General Data Protection Regulation.

8. Learning from Complaints

We record and review complaints to identify areas where our services can be improved.

9. Policy Review

This policy will be reviewed periodically to ensure it remains effective and compliant with relevant regulations.