Call us: Call us 0800 408 0000 / 0300 555 0121

Email housing@cbh.org


 

Making a Compliment, Comment or Complaint

We believe that feedback about our services or your experiences is vital for continuously improving our services to you.

What is a complaint?
CBH considers a complaint to be “an expression of dissatisfaction with the standard of service provided by CBH, or with something that CBH or a member of its workforce (including any Agent or Contractor) may or may not have done.”

What is not a complaint?
If you are experiencing issues with your neighbours or people who live near to you, this issue may be better resolved by your Neighbourhood Housing Officer. Contact us if you have any concerns of this nature. 

How to make a complaint
You can give us your feedback:

  • In person
  • In writing
  • Via My CBH portal
  • On the telephone by calling 0800 408 0000 or 0300 555 0121
  • By fax
  • By minicom
  • By typetalk
  • By email – cbhcustomerrelations@cbh.org

OR visit our contact us page and fill in our online form.

There are three stages to the CBH Complaints procedure:

Stage 1
We will write to you within three working days to acknowledge your complaint.

We will also send you:

  • a unique reference number
  • an expected closure date                                                                                                    
  • where possible the name of the staff member that will be investigating        
  • your complaint

Your complaint will be investigated and we will aim to resolve the matter within ten working days. At the end of the investigation we will send you a detailed letter of our findings and the reason for the decision we have made .

If you do not agree with the decision please contact us on 0800 408 000 within ten working days of receiving your stage 1 closure letter to ask for your complaint to be considered at stage 2.

Stage 2
If you believe your stage 1 complaint has not been resolved satisfactorily you can ask for your complaint to be considered at Stage 2. This will then be reviewed by a Service Manager. If you are still not satisfied with the outcome you can ask for your complaint to be considered at Stage 3. This must be done within ten working days of receiving your stage 2 closure letter and you must indicate the reasons for your dissatisfaction.

Stage 3
The Complaints Review Panel (made up of two board members) and either the Chief Executive, or one of CBH’s Directors will consider your complaint. A   meeting will take place within six weeks of the Stage 3 complaint being

accepted. You will be invited to the meeting and will be given the opportunity to have your say.

Once your complaint has been closed , we will ask you to complete a satisfaction survey. Your feedback will help us make sure our complaints policy is meeting our customer needs.

Still not satisfied?
Contact a ‘Designated Person’. Such person can be an MP, local Councillor, or CBH’s recognised Designated Tenants’ Panel. The Designated Person may help resolve the complaint directly, may refer the complaint to the Ombudsman, or may decline doing either. You may approach the Ombudsman directly if more than eight weeks have elapsed since the completion of the internal procedure without the need to involve a Designated Person first.

Housing Ombudsman Service, Exchange Tower,
Harbour Exchange Square, London, E14 9GE
Telephone: 0300 111 3000 Email: info@housing-ombudsman.org.uk