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.
We welcome complaints and expressions of dissatisfaction as opportunities to improve our services and practice.
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.
If you express dissatisfaction about the response to a Service Request, we will give you the opportunity to make a complaint.
How We Handle Complaints
Most issues can be resolved by speaking with a manager. If this doesn’t resolve your concern, we have a complaints procedure in place.
Each service has a designated Complaints Officer, usually the 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.
- Asking complainants what outcome they would like to achieve and working towards a fair resolution wherever possible.
- Making reasonable adjustments where needed to ensure our complaints process is accessible to everyone.
