Complaints, Compliments & Comments
We always aim to provide a good service and we love hearing from you when something has gone well, and also when it hasn't. If you have any concerns or complaints about our services, we’re here to help.
We’re here for the good and the not-so-good.
Sometimes, things don’t go as we want them to and that can be frustrating. We want to make sure we give you the best service possible, so if something goes wrong or you’re unhappy, we want to hear from you. Please click on the links below to find out more about how to raise a complaint or what to do if you are not satisfied with our service.
Complaints and Concerns
When you tell us, we will listen carefully, try to fix the problem quickly and use what we learn from your feedback to improve our services for the future. Your feedback helps us to become better and makes sure we can give you and others the best possible service.
What is a compliment?
A complaint is an expression of dissatisfaction or concern that is communicated face-to-face, via telephone, text, email, letter or social media. It can be about our actions, inaction, or standard of service and always requires a response.
You don’t need to use the word “complaint” for it to count as one. Any message where you say you’re unhappy or dissatisfied will be treated as a complaint and handled through our process.
What can you complain about?
You can tell us if you’re unhappy with our service or something we’ve done (or not done) as long as it’s within six months of the problem happening.
In some cases, we can look at complaints brought to us after six months but you’ll need to explain why you couldn’t tell us earlier. We will also need enough details to investigate properly. We will not consider any concerns about matters that took place more than three years ago.
If the problem is a recurring or ongoing issue.
You can complain about an organisation working on our behalf for example, a repairs contractorWhat
When isn’t it a complaint?
Requests for service - if you are requesting a service, for example, reporting a broken fence for the first time.
Complaints with the Public Services Ombudsman for Wales (PSOW) – we will not accept complaints that have already been investigated or are under investigation, by the PSOW.
Service Charge Queries – these are managed using our Service Charge Policy.
Subject Data Access Requests - these are managed using our Data Protection Policy.
Anti-Social Behavior (ASB) – these are managed using our ASB Policy. However, if you are unhappy with how we have handled a case, you may make a complaint.
Personal injury claims – these are managed by our insurers.
Disrepair claims – these are managed using our disrepair process.
Who can make a complaint?
Anyone can let us know if they are unhappy with the services we, or people working for us like contractors, provide. This includes people living in our homes or using our services.
If you’d like, you can ask someone you trust to speak for you when making a complaint. This person is called an ‘advocate’. It could be a friend, family member, or someone from a group like Citizens Advice Bureau. Just let us know if you’d like someone to help represent you or join you in any meetings with us.
You can share concerns with us without giving your name. But if you stay anonymous, we might not be able to reply to you or take certain actions. Even if we don’t know who you are, we’ll still look into your feedback and see if we can make improvements. However, we won’t record it as an official complaint under our rules.
Complaints process – what happens next?
Stage 1 - Informal Resolution
If you’re unhappy with something we’ve done, please tell us. We’ll always try to fix the problem as soon as we can. Most of the time, we can sort things out when you first get in touch. This might mean answering your questions straight away or sorting something out on the same day – like chasing up a missed visit or booking a new appointment.
Even if we fix it quickly, we’ll still log your concern as a complaint. This helps us learn from mistakes and improve our service for everyone.
If we can’t fix the issue right away, we’ll pass your complaint to our Complaints Team who will…
Let you know they’ve received your complaint within three working days and find the right person to look into it.
Ask how you want us to contact you.
Look into your complaint and will try to give you an answer within ten working days.
If you’re not satisfied with the response, you can request a Formal Review. Alternatively, if the issue is not resolved within ten working days, it will automatically be escalated for formal review.
Stage 2 - Formal Review
We will let you know that we have received your request for a formal review within three working days and will tell you who will be looking into your concern or complaint
If the problem is serious, we may ask someone from a different part of the organisation or an independent investigator to work on your complaint.
Sometimes, if the issue needs to be formally reviewed because of delays, we will let the same person continue to handle the review.
The person working on your complaint will get in touch with you to check the details of your concern and ask what you hope will happen. They will come to your home if you want them to, and they will look at the information we have about your complaint. If you don’t want them to do this, please let us know.
If there is a simple way to fix the problem, we will ask if you would be happy for us to do that. For example, if you asked for a service and we can provide it, we’ll do that instead of carrying out a full investigation.
We try to sort out problems as quickly as we can and aim to finish most reviews within 20 working days. If your complaint is serious or complicated, we will:
- Let you know why it might take longer to investigate.
- Tell you how long we think it will take.
- Keep you updated about what’s happening and let you know if anything changes the original timing.
Stage 3 – Public Services Ombudsman for Wales
If we’ve tried everything and you’re still not happy, you can ask the Housing Ombudsman to help. They are a free and independent service that helps people and housing organisations sort out complaints.
How To Get In Touch
How to make a complaint and useful contacts You can raise a complaint or share a concern if you are not satisfied with the service you have received in many ways:
When you tell us, we will listen carefully, try to fix the problem quickly and use what we learn from your feedback to improve our services for the future. Your feedback helps us to become better and makes sure we can give you and others the best possible service.
What is a compliment?
Email: Enquiries@bronafon.org.uk
Phone: 01633 620111
Letter:
Customer Quality Officer, Ty Bron Afon, William Brown Close, Llantarnam Industrial Park, Cwmbran, Torfaen NP44 3AB.
You can view our full Complaints, Feedback and Compliments Policy below
Whether you’ve had a great experience or feel something didn’t go quite right, we want to hear from you. Your feedback helps us improve and deliver the best possible service.