At Birmingham Jewish Housing Association Ltd (BJHA), our complaints policy is a formal procedure that outlines how the organization handles concerns or dissatisfaction raised by tenants, their families, or other stakeholders.
​Key Elements Likely Included in BJHA’s Complaints Policy:
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Purpose
To ensure tenants and stakeholders have a clear, fair, and accessible way to raise complaints and have them addressed effectively. -
Scope
Applies to all services provided by BJHA, including housing, maintenance, support services, and interactions with staff or partner agencies. -
Process
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Stage 1: Informal resolution—BJHA aims to resolve issues quickly through discussion or immediate action.
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Stage 2: Formal complaint—if unresolved, the complaint is investigated, and a written response is provided.
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Stage 3: Escalation—complainants may escalate to senior management or an external body if dissatisfied with the outcome.
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Response Timeframes
BJHA is committed to acknowledging complaints promptly (within 5 working days) and providing a full response within a set period (10–20 working days). -
Recording and Learning
All complaints are logged, reviewed, and used to improve services. As seen in their Complaints & Compliments Log, they monitor patterns and use feedback to identify areas for improvement. -
Tenant-Centered Approach BJHA’s policy reflects a commitment to treating all complainants with respect, listening to concerns, and keeping them informed throughout the process.
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Complaints Policy
​BJHA is A Responsible, Compliant, and Tenant-Focused Social Landlord. At BJHA, we are proud to operate as a responsible, compliant, and proactive social landlord. We place the wellbeing of our tenants, staff, and wider community at the heart of everything we do.
Our approach is rooted in ethical practice, transparency, and a commitment to delivering high-quality, community-centered housing services.
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As part of our ongoing dedication to fulfilling our statutory obligations and maintaining accountability, we fully align with the standards set out by the Housing Ombudsman. This includes providing clear, accessible information about how we manage complaints and how we learn from them to improve our services.
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On this page, you will find the following key documents that demonstrate our compliance and commitment to service excellence:
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These documents collectively reflect BJHA’s transparent governance, tenant-focused operations, and proactive learning culture.
We are continually working to ensure our services not only meet regulatory requirements but also genuinely serve the needs and voices of those who live and work within our communities.