introduction to complaints, compliments and comments
Cheltenham Borough Homes believes that feedback about our services or your experiences is vital for continuously improving our services to you. Therefore we have a Complaints, Compliments and Comments policy that enables you to give your feedback, whether it is positive or negative.
What is a complaint?
CBH considers a complaint to be "an expression of dissatisfaction with the standard of service provided by CBH, or with something that CBH or a member of its workforce (including any Agent or Contractor) may or may not have done."
What is not a complaint?
If you are experiencing issues with your neighbours or people who live near to you, this issue may be better resolved by your Neighbourhood Housing Officer. Contact us if you have any concerns of this nature.
Complaints Focus Group
On the 12th July 2012, CBH held a Focus Group with its customers regarding its Complaints Policy. The Policy is currently undergoing its annual review and with the recent changes from the Localism Act it is important that we listen to our customers views. The outcomes from the Focus Group meeting are published below.
Download Focus Group Meeting Minutes July 2012