Our Customer Line
01633 620 111

How to make a complaint about Bron Afon

 

If we get something wrong, we want you to tell us so that we can put it right wherever we can. This is what helps us to improve our services.

What is a complaint? 

There are lots of definitions of a complaint. At Bron Afon we follow the definition given by the Public Service Ombudsman of Wales:

"An expression of disatisfaction or concern either written or spoken made by one or more members of the public about a public body's action or lack of action or about the standard of service provided which requires a response."

How to make a complaint

You can make a complaint in any of the following ways:

  • Give us a call on 0800 111 4242 / 01633 620 111 and the helpdesk team can record your complaint.
  • You can visit, or write to us at:

Bron Afon Community Housing
Tŷ Bron Afon
William Brown Close
Llantarnam Industrial Park
Cwmbran
Torfaen
NP44 3AB

You can find our complaints policy here.  

 

What will happen next?

Your complaint will be passed to Mandie Adams, our Liaison Officer, who will let you know that we have received it within three days.

A manager at Bron Afon will look at the complaint and they may call or visit you at home to find out all the details.

We will then investigate the complaint and follow this up with a letter. We aim to deal with all complaints within ten working days.

This is stage one.

How will Bron Afon put things right?

We aim to resolve any outstanding issues quickly, to improve communication, give an apology when one is due and make sure we learn from the complaint.

What if you are not happy with the response or want to appeal?

If you are not satisfied with our response or want to appeal just let us know. You can contact us on any of the ways listed above.

Once we receive this we will be in touch to let you know how you can take your complaint to the second stage. The second stage will be dealt with by either a director or head of service.

If you still remain dissatisfied by the stage two investigation then you can escalate your complaint to stage three. Your complaint will then be considered by a Sub-committee panel which is made up from the Board members. You can find the guidence notes for stage 3 here.

Complaining to the Ombudsman

If you are unhappy with Bron Afon's response to your complaint you can contact the Ombudsman at any point after stage one.