Complaints About a BHT Sussex service
At BHT Sussex, we are committed to providing the highest standard of service. If something has gone wrong, we want to hear about it. Complaints help us learn, improve and ensure we meet the needs of our clients and tenants.
What is a Complaint?
A complaint is any expression of dissatisfaction, whether spoken or written, about the standard of service, actions, or lack of action by BHT Sussex, its staff, or those acting on its behalf. You don’t need to use the word “complaint” for it to be treated as one.
We distinguish between:
- Service Requests - Requests for action to resolve an issue.
- Complaints - Dissatisfaction with the response to a Service Request or other aspects of the service you have received.
How We Handle Complaints
Most issues can be resolved by speaking with a service manager. If this doesn’t resolve your concern, we have a complaints procedure in place.
Each service has a designated Complaints Officer, usually the Service Manager, who will ensure a fair and thorough response.
We are committed to:
- Early resolution wherever possible.
- A clear, accessible, and well-publicised process.
- Acknowledging complaints within 5 working days.
- Keeping you informed throughout the process.
- Completing investigations within agreed timeframes.
- Providing a fair and open response.
- Treating all complaints confidentially and respectfully.
- Supporting complainants, including signposting to other agencies if needed.
