GENERAL ENQUIRIES
Telephone: 01782 406000
Email: customerservices@brighter-futures.org.uk
Brighter Futures
Three Counties House, Festival Way, Stoke-on-Trent, ST1 5PX
HOUSING OMBUDSMAN COMPLAINT HANDLING CODE
In July 2020, the Housing Ombudsman published its Complaint Handling Code. This sets out how landlords should respond to complaints effectively and fairly. The Code was reviewed one year later to strengthen provisions to support a positive complaint handling culture, with changes taking effect from 1 April 2022.
OUR SELF-ASSESSMENT AND ANNUAL COMPLAINT REPORT
Landlords must carry out an annual assessment against the Code to ensure their complaint handling remains in line with its requirements and publish the results.
FEEDBACK POLICY
We’ll try to resolve any concerns you have raised quickly and at the first point of contact. However, if we are not able to resolve the issue we will log this as a formal complaint. Our feedback policy is attached here: Feedback Policy.
You can email complaints@brighter-futures.org.uk or call 01782 406000
For more information:
How to Complain Guide – Accessible
The Housing Ombudsman Service
If you are not satisfied following the outcome of the complaint then you have the right to progress your complaint to the Housing Ombudsman Service.
The Housing Ombudsman can be contacted at:
Housing Ombudsman Service
PO Box 1484
Unit D
Preston
PR2 0ET
Telephone: 0300 111 3000
Email: info@housing-ombudsman.co.uk
Website: www.housing-ombudsman.org.uk