Contact

How can you complain?
You can fill in the attached form, write your own letter or telephone us.

What will happen when you complain?
We aim to resolve complaints effectively and quickly. We will acknowledge your complaint within 1 week, telling you who will investigate it, with their contact details and how soon you will get a full reply (normally 3 weeks). We will apologise if we are at fault, do what we can to put things right, and give you a full written response.

Who deals with your complaint?
A Housing Officer or the Housing Services Manager who is familiar with the issues you are complaining about will investigate your complaint. If the complaint involves a Housing Officer or Housing Services Manager, the Director will investigate.

What happens if you are unhappy with the response to a complaint?
You can appeal to go to the 2nd Stage, stating clearly why you are unhappy with the 1st Stage response and what you want Bangla to do about this. The Director will respond within 4 weeks. If you are still unhappy with the response, you can ask the Director to put your complaint to Bangla Management Committee Case Panel. This should be made in writing within 2 months from the date on which a full reply is given to either the 1st stage or 2nd stage complaint.

When may I go to the Ombudsman?
The Independent Housing Ombudsman has the power to look into complaints against us from our tenants, but will normally only help once you have followed this complaints procedure. The Ombudsman service is at Norman House, 105-109 Strand, London WC2R 0AA, Tel: 0845 7125 973 or 020 7836 3630.

You can also get advice and assistance from a Citizens' Advice Bureau, Law Centre or Solicitor. You have the right to lodge complaints of discrimination against us in the County Court on grounds of race or gender within six months of the event. You can take action against repeated harassment under the Protection from Harassment Act 1997.