Complaints Policy

Resolving Issues at Right Homes Bedford

We at Right Homes Bedford are committed to providing you with exceptional service. If you encounter a situation that doesn’t meet your expectations, we want to hear about it and work towards a swift and fair resolution.

Here’s How to Address Your Concerns:

• Talk to Us Directly: In most cases, issues can be resolved by simply speaking with the staff member you’ve been working with. If they’s unavailable, explain the situation to their manager.

• Submit a Formal Complaint: If an informal resolution isn’t achieved, please submit a written complaint outlining the details of the issue, how it impacted you, and your desired outcome. You can:

  • Email the staff member or manager involved.
  • Send your complaint by post to our Bedford office (address available on our website).

We’ll acknowledge your complaint within 3 business days and aim to provide a response with an explanation within 15 business days.

If You’re Not Satisfied:

Should you remain unsatisfied with the initial response, you can request a review by:

• Replying to your original complaint email or sending a follow-up letter to the office.

We’ll acknowledge your request within 3 business days and strive to provide a final response within 15 business days. For complex issues requiring further investigation, you’ll receive an interim update outlining the next steps and estimated timeframe for a full resolution.

Further Steps (if necessary):

If, after our final response, you still feel your complaint hasn’t been adequately addressed, you have the right to escalate it to The Property Ombudsman (TPO). The TPO is an independent service that can offer an impartial review.

Here’s How to Contact the TPO:

• Website: www.tpos.co.uk
• Address: The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP

Important Notes:

• To utilise the TPO service, you must submit your complaint within 12 months of receiving our final response and include supporting documentation.
• The TPO requires that you attempt to resolve the issue through our internal procedures before submitting a formal complaint to them (unless 8 weeks have passed since your initial complaint).

For any further information or assistance, please don’t hesitate to contact our Bedford office directly.

We appreciate your feedback and are committed to continuous improvement in serving you, our valued customer.