Complaints Policy

Brighton Housing Trust welcomes complaints and expressions of dissatisfaction as one way of helping to improve and develop our services and practice.

A complaint is an expression of dissatisfaction where an initial response to their problem or dissatisfaction has not been satisfactory.  (Members of staff have a separate Grievance Procedure).

BHT will not normally investigate or respond to complaints made by parties against whom BHT’s Legal and Advice Services are acting.

Complaints should normally be made in writing using BHT’s paper or online Complaints form.

The complainant will be informed at the earliest opportunity as to the process their complaint will follow.

The complaint will be dealt with by the manager or senior manager of the service being complained about.  They will endeavour to resolve the matter promptly.  They will investigate and aim to respond within 20 working days.

Should the published timescales be unachievable, a revised timetable will be agreed. Circumstances such as the absence of key personnel on annual leave or sickness may result in the timescale having to be revised.  Timescales can be altered through mutual consent of all parties or, in the absence of mutual consent, with the agreement of the Chief Executive.