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).
  • If you remain dissatisfied, you may request an appeal on specific procedural grounds.
Submit a Complaint

Step 3

Appeals Panel

  • If you are unhappy with the outcome of your formal complaint, you may request that the matter is referred to the General Meeting.

  • The General Meeting will appoint an Appeals Panel of three members who are not connected with the complaint.

  • The Panel will review the complaint and the response provided to ensure it was appropriate and fair.

  • The Panel will consider all information submitted and provide a full written outcome within 28 days.

  • This is the final stage of the Co-operative’s internal complaints procedure.

Request an Appeal

If you remain dissatisfied after Stage 3, this is the final stage of the Co-operative’s internal procedure. You may seek independent legal advice or pursue the matter through the courts if you consider it appropriate. The Co-op is not a social landlord and is not registered with the Housing Ombudsman. 

Working with BDHC

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.