Status: Open

Reported Issue No. R001-BPHA-08122022

Provider: BPHA

Date issue reported: 08/12/2022

Issue: Antisocial behaviour

Response:

08/12/2022

Good morning Ben,

Thank you for contacting bpha.

I have raised this as a formal complaint – the reference is CM- 1000743.

Our complaints process is detailed on the following page on our website : https://www.bpha.org.uk/contact-us/compliments-and-complaints/complaints/

This will be assigned to a case handler, who will get in touch within 72 working hours. Our Complaints Team will be in contact with more information and an acknowledgement shortly.

If we can help with anything else in the meantime, please let us know.

Kind regards

Response 09/12/2022

This has been correctly allocated to the complaints team, contact will be made within three working days.

Update 20/12/2022

The Housing Officer has visited the property and shared feedback with bpha. This has now reviewed by the bpha Area Housing Manager who has closed this 1st stage complaint.

Our Response 21/12/2022

Hello ******,

Thank you for your response ******, it is appreciated.

I too am a little perplex by the use of the expression 'unwelcome behaviour’ as it seems to cover harassment rather than anti-social behaviour.   Although I am reluctant to discuss this without knowing the Housing Officer ****** ******, it appears there is a training issue here that needs to be addressed.  I also think it would have been prudent for M* ****** and BPHA to recommend a noise recording App that you have tested and can validate.

As you have now closed this first stage my suggestion would be that this requires further review, as such can you please escalate this to your appeals panel?  From your complaint procedure as published online I understand this will consist of; a Head of Service, the Complaints Manager and, if the customer wishes, two residents from Resolve, the bpha Customer Complaints Group who take advisory roles on the panel. 

As the response time for this is ten working days I’d like to thank you for your support in this matter, and wish you and your team a very happy Christmas and New Year.

Response 22/12/2022

This has now been assigned to the complaint handling team at bpha. Thank you to everyone involved so far.