Complaints
This procedure provides for Birminghams Civic Housing Association tenants to register complaints with the Association and for those complaints to be addressed, in order to establish the validity of the complaint and for remedial action to be taken as necessary.
1. POLICY
1.1 The policy for handling complaints has been evolved and approved by the BCHA Board of Management at its meeting on 13th June 1994.
Aims
- To ensure that the Association is being fair and efficient.
- To learn from mistakes and introduce improvements.
Definition of Complaint
* Where a repair has not been carried out properly.
* Where an allocation of a property appears to be unfair.
* Where a member of staff or contractor appears to be rude and unhelpful.
* Where the general estate management service has not been carried out properly.
* Where rent levels do not seem to equate to the overall service provided.
Other types of complaint will be considered.
Administration
The scheme shall be administered by the Association’s Office Manager.
How to Complain
On the Complaints Card provided to each tenant.
By letter addressed to the Office Manager, 230 - 232 Wheelwright Road, Erdington, Birmingham, B24 8EH.
By telephone or text – 0121 382 5105.
By a personal call into the office: 230 - 232 Wheelwright Road, Erdington, Birmingham, B24 8EH.
By e-mail: using the on-line complaint logging form (see below).
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