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 days. Investigation and full reply within 10 working days.  If 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 three Members not involved in the case. Panel meets within 10 working days. Full written outcome within 28 days. Final stage of the Co-op’s internal procedure.

Request an Appeal

If you remain dissatisfied after Stage 3:
If you have completed our Stage 3 appeal and feel the issue has not been resolved, the matter may become a formal dispute under the Co-operative’s rules. At this point, the dispute will be handled in line with our official Disputes Procedure, which is agreed by members at a General Meeting. You can request a copy of this procedure from the Secretary at any time. If the dispute cannot be resolved internally, either you or the Co-operative may ask for the matter to be decided by the County Court (or the Sheriff’s Court in Scotland). The court’s decision will be final and legally binding, and the court will decide who is responsible for any costs.

Complaints

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.