To help us improve, we’d like to know more about your experience today whether a complaint, compliment or comment.

A complaint shall be defined as an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents. You can read our policy in full here: Compliments, Comments and Complaints Policy

If you are experiencing issues with your neighbours or people who live near to you, this issue may be better resolved by speaking with your Tenancy Management Officer.

Complaints about Anti-Social Behaviour (these are dealt with through CBH ASB Policy).

Request for a repair.

Complaints regarding services for which CBC is responsible.

Complaints regarding Homeseeker Plus Policy.

Initial requests for services.

You can give us your feedback:

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

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

We will do our best to resolve your complaint to your satisfaction. We will do this by following our complaints procedure.

The following documents provide more information about our complaints process.

We will do our best to resolve your complaint to your satisfaction. We will do this by following our complaints procedure.

The following documents provide more information about our complaints process.

There are two 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.

The Complaints Review Panel (made up of one board member who should be a tenant board member and a member of TSIP) and either the Chief Executive, or one of CBH’s Directors will consider your complaint. A meeting will take place within four weeks of the Stage 2 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.

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.

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