At Bromley Homes, we’re committed to providing our residents with a reliable, responsive, and quality housing service. Your feedback whether it’s a compliment, suggestion, or concern is vital in helping us improve and shape the services we offer. If you’ve had a positive experience or if there’s something you’re unhappy with and would like to discuss, we encourage you to get in touch. We value your views and are here to listen and respond.
Complaints about the provision of housing owned by the council are governed by the Housing Ombudsman’s Complaints Handling Code. The Code was introduced as part of the Ombudsman’s powers in the revised Housing Ombudsman Scheme. The Housing Ombudsman’s Complaint Handling Code sets out good practice designed to enable landlords to respond to complaints effectively and fairly.
Key areas of the Code include:
- Definition of a complaint
- An accessible 2 stage complaints procedure which describes how to complaint to Housing Ombudsman Service
- Fairness in complaint handling
- Putting things right when a complaint is valid
- Continuous improvement through complaint handling
- Demonstrating learning in annual reports
- Annual self-assessment against the Code
The council’s managing agent Penge Churches Housing Association (PCHA) handles Stage 1 complaints and the Council handles Stage 2 complaints under the complaints process set out by PCHA Complaints Process Leaflet.
To request a copy of the actual policy or to obtain further details, please contact Penge Churches Housing Association (PCHA), who will help upon enquiry.
This complaint process specifically applies to Bromley homes and is separate from our corporate complaints process. If your concern falls outside the scope of Bromley homes, please refer to our corporate complaints process for the appropriate guidance on how to proceed.
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We’re always pleased to hear when our teams have made a difference.
Your compliments help us recognise great work and continue to improve our services.
If someone at Bromley Homes has provided exceptional service or support, we’d love to hear about it. You can email us at bromleyhomes@bromley.gov.uk.