Whilst it’s great to hear when you have a good experience with us, we recognise there may be times when our services fall short of the standards we set.

We value complaints and see them as a vital source of feedback. They help us understand where things may have gone wrong and where we can do better.

We are committed to learning from every complaint and using this to improve services. Our strong, positive complaints handling culture means we approach complaints constructively and view them as opportunities for continuous improvement.

At the bottom of this page, you can read some examples of how we’ve learned from complaints and changed our services as a result:

If you’re unhappy with the service you’ve received, you can make a complaint by completing the form below, calling us on 0300 333 6540 or emailing feedback@bvt.org.uk

All complaints must go through various stages. You can read about this and the standard of service you can expect from us by downloading our complaints service standard.

Most queries about our complaints process can be found in our service standard, but to read our detailed complaints policy, please download it.

We also have a compensation policy to make sure we have a fair and consistent approach to resolving complaints and awarding compensation. You can read about this, and the standard of service you can expect from us, by downloading our compensation service standard.

The Housing Ombudsman‘s Complaint Handling Code became statutory on 1st April 2024, meaning by law we must follow its requirements. The Code aims to achieve best practice in how complaints are handled and provide a better service to residents. You can read our self-assessment against the Code and the results below.

To find out more about the complaints we’ve received in the last year, and what action we’ve taken in response to them, please download and read our annual complaints report below.

In our customer newsletter, we also include a ‘You said, We did’ feature which explains how we’re learning from your feedback/complaints to improve services. You can see some examples of this below and find copies of our customer newsletter on our stay informed page.

Alison McKittrick is BVT’s Member Responsible for Complaints. This role champions a positive complaint handling culture at BVT and provides assurance to our Board that complaints are being managed, we are learning from them, and customers are being heard through the process.