Complaints

We aim to provide high-quality services to all Members, but we recognise that things sometimes go wrong. This page explains how you can raise a concern, how we will respond, and what happens if you remain unhappy with the outcome.
Our process is based on the Management Complaints Policy & Procedure

If you have concerns about a service or decision, you can raise a complaint using our simple two-stage process. Start with an informal conversation — most issues can be resolved quickly. If not, you can make a formal complaint.

Step 1

Informal Resolution

Speak directly with a Co-op Officer
Most issues can be solved quickly
We record all informal complaints
If more time is needed, we will tell you what happens next

Speak to an Officer

Step 2

Formal Complaint

We acknowledge your complaint within 5 working daysInvestigation and full reply within 10 working daysIf more time is needed, we’ll update you (max 28 days) You’ll be told how to request an appeal if unhappy
Submit a Complaint

Step 3

Appeals Panel

Review by 3 Members not involved in the casePanel meets within 10 working daysFull written outcome within 28 daysFinal stage of the Co-op’s internal procedure
Request an Appeal

If you remain dissatisfied after Stage 2:
You may contact the superior landlord or the Housing Ombudsman Service (in eligible cases). Backdoor Housing Co-operative is not a registered social housing provider, so external routes may be limited depending on the nature of the complaint.

Compliants

You Can Complain About:

  • Delays or failure to follow procedures
  • Wrong or misleading advice
  • Inequality of treatment
  • Rudeness or inappropriate conduct
  • Poor service delivery
  • Failure to keep appointments

You Can't Complain About:

  • General law (unless wrongly applied)
  • Decisions made by the superior landlord
  • Overall Co-op policies approved by members
  • Matters already in court / insurance cases
  • Rent levels set by membership

How to Make a Complaint

  • You can complain by email, phone, or in writing.

  • If you need support or require information in another language or format, we can help.

  • Email: [insert complaints email]
  • Phone: [insert number]
  • Address: Backdoor Housing Co-operative Ltd, Unit 7, 2 Acklam Road, London W10 5QZ

Management Complaints Policy & Procedure (PDF)

Approved 27 June 2022 — based on the full internal complaints framework.

Download PDF

If you require this information in a different format or need help making a complaint, please contact us and we will assist you.