Any person who feels that BFRMO has not provided them with a high-quality service, or has not treated them fairly, has the right to use this Complaints Procedure. All complaints made about BFRMO services or those acting on their behalf will be taken seriously and will be treated in the strictest confidence. Please note that the BFRMO is not able to respond to complaints that are made anonymously.
If you wish to make a complaint, you should contact the office to speak to a member of staff by telephone or in person during normal working hours or in writing or by email. Try to give as much information as possible about your complaint so that your complaint can be properly considered.
What happens next?
We can usually sort our simple mistakes or misunderstandings straight away and where possible we will try to deal with your complaint without any unnecessary delay.
- Your complaint will be acknowledged within two working days, we will aim to investigate and resolve your complaint within 10 working days.
- If we cannot answer your complaint within 10 working days we will keep you regularly informed of our progress.
- If you are dissatisfied with the response you receive, you may escalate your complaint within 20 days to the Area Housing Manager of the council by email to hrdirectorate@richmondandwandsworth.gov.uk. You should explain why the response has not resolved the complaint and what outcome you are seeking to resolve the matter, you should receive a response within 15 days.
- If you are still dissatisfied then you may contact the Housing Ombudsman Service.