Making a Complaint
Peter Bedford HA always will strive to provide high quality person-centred services. On occasions, we may not get everything right and you may then want to complain.
Complaints at PBHA
We will always take complaints seriously, carry out an investigation and provide a written response. We will deal with complaints quickly, fairly and confidentially. We will learn from our mistakes, apologise and seek to minimise such mistakes happening in the future. We will use complaints, comments, and suggestions to drive service improvements.
If you have a complaint, please send it to our Quality team using the email quality@peterbedford.org.uk or make the complaint directly to the relevant manager. If you are a tenant, you can also make a complaint on the Tenant portal.
To make suggestions or give positive feedback, please also email quality@peterbedford.org.uk.
To make sure that every complaint is fully investigated and appropriate action is taken. We are committed to giving the best possible service to people who receive support or services from PBHA. We want to hear your complaints so we can improve our service.
Wherever possible you should try talking to a worker first. If you still wish to make a complaint let them know either by talking to them again, or by putting it in writing. Wherever possible you should email a formal complaint to quality@peterbedford.org.uk
Alternatively you can make the complaint directly to the relevant manager. The relevant manager is responsible for the service being complained about, or the line manager of the worker being complained about.
Yes. At any stage you may ask a friend or advocate to advise or support you.
An advocate is someone who is not employed by PBHA, but knows about our policies. They are independent of PBHA. They can offer advice and support to all PBHA service users to help them in using PBHA policies, including the complaints policy. Information about how to contact an independent advocate is available from admin at Kingsland Hub.
You can contact the Housing Ombudsman at any time for advice or information. If the complaint is still not resolved to your satisfaction after Stage 2, you can refer the complaint to the Housing Ombudsman to investigate:
Email: info@housing-ombudsman.org.uk Telephone: 0300 111 3000
Post:
Housing Ombudsman Service
PO Box 1484
Unit D
Preston
PR2 0ET
The policy can be used by anyone receiving a service from PBHA. This includes tenants, work schemes participants, people using
PBHA facilities, and people from other agencies, who either provide to or receive services from PBHA.
We will acknowledge the complaint within 48 hours and, establish the details of the complaint and what remedy you would like within 5 working days. We will investigate and respond to you within 10 working days. That response will tell you what conclusions have been reached & what action is to follow as a result.
If you remain unhappy with the response and would like to take the complaint to Stage 2, a member of Senior Management will be assigned to investigate and will respond within 20 working days.
If you want to take the matter further, please email quality@peterbedford.org.uk. You will then be contacted by the Housing Officer to let you know who will be taking the matter further, and how long it will take. At this stage, it will usually be the Chief Executive Officer, or a member of the Senior Management Team, who looks into the complaint. They will let you know their decision.
You can find our current complaints policy here.