Bridge-It Housing is a registered charity and social landlord providing homes and housing-related services. Our accommodation portfolio includes homes owned by Bridge-It Housing and homes that we lease, rent, sublet, manage or otherwise provide through arrangements with other landlords or property owners.

We aim to provide good-quality homes and services but recognise that things can go wrong. We welcome complaints and will use them to resolve individual problems, identify learning opportunities and improve our services.

How to complain

Complaints can be made to any Bridge-It Housing employee or representative. The easiest way is to fill out the form below. We will respond to your complaint as soon as possible.

What happens next

Bridge-It Housing operates a two-stage complaints process.
Stage 1 – Investigation and Response

• A complaint will be acknowledged within 5 working days
• Someone is assigned to deal with your complaint
• A response will normally be issued within 10 working days

Stage 2 – Final Review

• If you’re not happy with the outcome, please contact us as soon as possible
• The Stage 2 Review will be done by a senior person not previously involved in the complaint
• A final written response will normally be issues within 20 working days

Policy and Procedure

You can read our full Complaints Policy and Procedure here:

Complaints Procedure- pdf
(link to self-assessment form - pdf)

What if I still have a complaint?

Should you still be unhappy with how we handled your complaint, you can contact an external organisation. Depending on the nature of your complaint – and if you’re a tenant living in a Bridge-It Housing home – we will let you know who you can go to.

You can also contact the Housing Ombudsman service:
Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET
Telephone: 0300 111 3000

Online: Online Complaint Form