Making a Complaint

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.

What is the aim of the complaints policy?

How do I make a complaint?

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.

Can I get help with making a complaint?

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.

Is there anyone outside of PBHA I can complain to?

Who can use the complaints policy?

What happens next?

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.