Complaints
We are listening — and we want to put things right.
If you are unhappy with something we have done, or failed to do, please tell us. Making a complaint will not affect the way you are treated, any referral assessment or the support you receive.
Act now if someone is at risk
Call 999 if a crime is taking place, someone is in immediate danger or urgent medical help is needed.
For a safeguarding concern, use the Safeguarding page. Urgent safety concerns do not wait for the complaints process.
Residents should continue to use their agreed urgent repair or property-emergency route.
The complaints route is not an emergency service.
How to make a complaint
You can complain in the way that is most accessible to you. We will not insist on the online form.
Use the method that is easiest for you
A complaint can be made by the person affected or by someone acting with their permission, where appropriate.
Telephone:
07471 237 989
Office hours:
Monday to Friday, 9:00 am–5:00 pm
Other ways:
Speak to a team member, ask a representative to contact us, or write to the registered office shown in the footer.
You will not be penalised for complaining
Making a complaint in good faith will not reduce your access to fair treatment, assessment or agreed support.
Support to make a complaint
Tell us what would make the process easier. We will make reasonable adjustments and provide appropriate assistance.
- Complain verbally or in writing, using the method that is easiest for you
- Ask a representative, advocate, friend or family member to help or complain for you
- Request reasonable assistance or information in an alternative format
- Tell us about communication or accessibility needs
- Raise an anonymous complaint, although this may limit questions and updates
Tell us what happened
Share what you know in your own words. You do not need every detail before contacting us.
Helpful information
Give only information relevant to the complaint. The following details help us understand and respond:
- Your name and preferred contact details, unless you wish to remain anonymous
- Your relationship to Bright Sky Homes and who the complaint concerns
- What happened, when and where, including any relevant reference
- How the issue affected you or someone else
- What you have already done to resolve it, if anything
- What outcome or action you believe would help
Do not send documents through the form
We will explain a suitable route if supporting records are needed.
Make a complaint online
Give a clear summary using the fields below. Do not upload identification, medical records or other sensitive documents through this form.
Our complaints process
A working day is Monday to Friday, excluding bank holidays. Safety or safeguarding action may proceed separately and immediately.
Acknowledgement
We aim to acknowledge the complaint within one working day and confirm the next step or ask for any essential clarification.
Stage 1 response
We aim to provide a full written response within 10 working days of acknowledging the complaint.
Stage 2 review
If you remain dissatisfied, you may request a review. We aim to acknowledge the request within one working day and provide the Stage 2 response within 20 working days of that acknowledgement.
Extensions and next routes
If more time is genuinely needed, we will explain why and give a revised response date. The final response will explain any further route that applies.
How we handle complaints
We respond fairly, keep proportionate records and use complaints to identify service improvements.
A fair review
The complaint is assigned to an appropriate person. Where practicable, the reviewer will not have been directly involved in the matter. We may speak to relevant people and review available records before responding.
Clear records and privacy
We keep a proportionate record, restrict access to people who need it and explain the outcome as fully as we lawfully can. We cannot disclose another person’s private information.
No disadvantage and learning
Nobody should be treated unfairly for making a complaint in good faith. We record actions, identify learning and use appropriate feedback to improve the service.
Important routes and boundaries
We will help identify the correct route without using process boundaries to discourage a genuine concern.
Safety and safeguarding
If anyone may be at risk, use the Safeguarding route immediately. Call 999 where there is immediate danger, a crime taking place or urgent medical need. Safety concerns do not wait for the complaints timetable.
Complaints about staff or management
You may complain about any member of the team or management. The complaint will be routed to an appropriate person and should not be sent only to the person complained about.
Other organisations and external routes
If the matter belongs partly or wholly to another organisation, we will explain the applicable route and seek permission before passing on personal information where consent is required.
Tell us when something has gone wrong.
We will listen, explain the process and respond as clearly as we can.