Feedback and complaints about your council house or flat

As a landlord the council is committed to getting it right first time and providing a service that offers value for money for our customers. We want to know what you think about the quality of the services we provide as a landlord and the services we provide through our managing agents.

We will regularly check our performance and report to customers and staff.

Compliments - when we get it right

If you want to celebrate a job well done, thank a member of our team or have something to say about the services we provide, please let us know.

Comments - when we can do better

You may simply want to make a comment or a practical suggestion that you would like us to think about.  We promise to let you know if we are able to make changes as a result of your suggestion.

Complaints - when we get it wrong

Let us know as soon as possible if you have a complaint about the quality of the service we provide as a landlord and the service provided by our managing agents.  We want to know about delays in providing you with service or the helpfulness of our staff or representatives, as we may not be able to consider your complaint if you leave it more than 6 months to tell us about it. 

We will treat all complaints as an opportunity for us to learn and to continuously improve our services. On resolution of your complaint we will ask you how satisfied you were with how it was handled, we will use this to continuously improve our complaints process.

If we have delivered a service to you as agreed in our standards or procedures, but you remain unhappy, your feedback will be recorded and will be used to help us decide what changes could be made at the next service review.

The below shows you how you can expect your complaint to be handled and what happens if you remain dissatisfied

Complaint stages

Stage 1 - New complaint not previously reported

1. We will acknowledge within 2 working days
2. If we need further information we will contact you
3. We will send a response within 10 working days where this is not possible we will agree timescales with you or 24 hours if there is a risk to life

Stage 2 - Dissatisfied with stage 1 response

1. We will acknowledge within 2 working days
2. If we need further information we will contact you
3. We will aim to offer a resolution within 20 working days where this is not possible we will agree timescales with you

Housing Ombudsman - Dissatisfied with stage 2 response

You can contact the Housing Ombudsman Service:

Post: PO Box 152, Liverpool, L33 7WQ

Telephone: 0300 111 3000

Email: info@housing-ombudsman.org.uk

Website: www.housing-ombudsman.org.uk/residents/

To contact us

Telephone: 01274 434520

Email: councilhousing@bradford.gov.uk

Post: Housing Admin Team, 8th Floor, Margaret McMillan Tower, Princes Way, Bradford, BD1 1NN

Draft Complaints Policy

To view a copy of our Draft Complaints Policy. 

Self assessment

From 31 December 2020 all Housing Associations and Registered Providers such as the council have been asked to self-assess against the Housing Ombudsman Complaint Handling Code. You can find our self-assessment here (PDF).

You can also view the latest complaint failure orders here. 

The Housing Ombudsman Service has set up an information hub for social housing residents, you can find out more about how they work with landlords like us here. To see their latest decisions visit www.housing-ombudsman.org.uk/decisions/.