Complaints & Compliments

It is important to us that we hear how we are doing; what we are doing well and what we can do better.

Complaints are one of the ways of improving the quality of our services. It is important that if things go wrong, they are put right quickly and that lessons are learnt. Equally, it is good to hear when we do something well and it helps us to meet the high standards we strive for.

It is essential that all complaints and suggestions are received positively, investigated thoroughly and promptly, and responded to in an open and empathic manner. Where appropriate, actions should be taken to prevent a recurrence of the circumstances that led to the complaint.

We always try to resolve issues quickly and effectively when they arise. However, there are circumstances whereby a complaint or issue will be more formally addressed through our complaints policy.

We are committed to treating all complaints equally and fairly and recognise that it is the right of every individual to pursue a complaint.

Please see our Complaints, Compliments and Suggestions Document for more details on how to raise your feedback and the process we have in place to respond.

JBD Complaints Policy here

HOS Self Assessment Form here

2025 Complaints Report here

We have a two-stage formal complaint process

Stage one:

Stage one complaints will be acknowledged within five working days, with a relevant manager or director sending a full response to you within 10 working days of the acknowledgement.

Stage two:

If you are not satisfied with our response at Stage one, you may escalate to Stage two within 28 days of receiving the Stage one response.

Stage two complaints will be acknowledged within five working days, with a senior staff member from a different department sending a full response to you within 20 working days of the acknowledgement.

The Housing Ombudsman Service:

We are voluntary members of the Housing Ombudsman Service (HOS), and you can contact them at any stage of your complaint for advice. If you remain dissatisfied with the response at Stage two, you may escalate your complaint to the Ombudsman for consideration.

The contact details of the Housing Ombudsman are below:

Housing Ombudsman Service
PO Box 152 Liverpool L33 7WQ
www.housing-ombudsman.org.uk
Phone: 0300 111 3000
Email: info@housingombudsman.org.uk

You can give us feedback in a number of ways including:

• Completing the below form
• Downloading and posting the attached form
• Emailing feedback@jbd.org
• Phoning 020 8371 6611
• In person to a member of staff