You say, we listenComplaints and Customer Feedback

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You say, we listen

Bournville Village Trust…

Aims to provide an excellent service to our customers. However, we do recognise there may be occasions when our services fall short of our customers’ aspirations and our own high standards. If we do get things wrong, we want to try and put them right and to learn from our mistakes.

We have set up our complaints process to help if we do get things wrong. If you have a complaint please tell us so that we can put things right, learn from our mistakes and help us to continually improve our services.

Bournville Village Trust, 350 Bournville Lane, Bournville, Birmingham B30 1QYemail: enquiries@bvt.org.uk

By letterPlease write to: Business Improvement Unit, Bournville Village Trust, 350 Bournville Lane, Bournville, Birmingham B30 1QY.

Please ensure you provide your contact details.

By emailcomplaints@bvt.org.uk

onlineby visiting www.bvt.org.uk

By telephone0300 333 6540

Visit usand talk to a member of staff, or ask someone to make a complaint on your behalf.

How can I complain?

All formal complaints are recorded and dealt with in confidence.

• We will confirm in writing that we have received your complaints within 5 working days and give you a complaint reference number.

• We will give you the name of the officer dealing with your complaint.

• That officer, or another responsible officer, will undertake an investigation and will aim to respond with the outcome of the investigation within 10 working days.

• You may receive a visit or telephone call in order to assist with the investigation.

• When the investigations are complete, customers will receive a final letter giving details of the investigation, the outcome and any action that will be taken.

• Where a complaint is considered justified and appropriate, customers may be given compensation to offset any losses suffered through poor service. Details of the Trust’s Compensation Policy will be provided in this instance.

• Within 28 days of the complaint being closed, you will receive a Complaint Monitoring Form that will help us to identify any issues you may have had with the complaints process. This will help us make sure we continually Improve our service.

• In some cases, where complaints are very complicated, we may need longer than 10 working days to fully investigate the matter. We will advise you in writing of any delay.

What happens after I have made a complaint?

What if I am dissatisfied with the response to my complaint?

1STAGE

Original complaint dealt with by the Trust and you are dissatisfied with outcomeIf you are unhappy with the outcome, you must contact the Chief Executive within 28 days of the letter.

2STAGE

Review of Complaint by the Chief Executive The Chief Executive will investigate your complaint and provide a final letter within 10 working days (where possible).

If you are still unhappy with the outcome, you can ask your complaint to be referred to a Complaints Panel, within 28 days of the Chief Executive’s letter.

3STAGE

Complaints Panel made up of Trustees and resident representatives The Complaints Panel will review and investigate your complaint. A complaint can be closed before it has been through all the stages of our complaints process. This may happen if a complaint is being pursued unreasonably or if it is considered inappropriate.

The Ombudsman (for tenants only)If you need to take the matter further and you have followed our complaints process through to the end, you can contact the Independent Housing Ombudsman:

The Independent Housing Ombudsman, 81 Aldwych, London WC2B 4HNIndependent Advice is available from the following:

• Citizens Advice• Law Centre

What if I am dissatisfied with the response from the Complaints Panel?

A comment is a statement that expresses a personal opinion, suggestion for improvement, observation or criticism about a department or a service provided by a department at the Trust.

BVT is committed to providing the best possible service it can and we encourage all forms of feedback, both positive and negative.

All comments, compliments and suggestions will be used as a means of providing and improving on the quality of service, by listening to what our customers want.

Comments, Compliments and Suggestions

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On request, we can supply an audio CD giving all the information contained in this leaflet.

For general advice and further information contact:

BVT BIRMINGHAMTELEPHONE

0300 333 6540

BVT SHROPSHIRETELEPHONE

01952 293 777

www.bvt.org.uk

How to contact us

Bournville Village Trust, 350 Bournville Lane, Bournville, Birmingham B30 1QYemail: enquiries@bvt.org.uk

bvt.org.uk openview.bvt.org.uk /bournville.village.trust @bvtnews /bvthousing