Feedback and Complaints Policy

Bristol Community Land Trust (BCLT) works to offer a fair and high-quality service to all our members, residents, and other stakeholders. As part of improving this service, we welcome and value your feedback, be that positive or negative. We take all forms of feedback seriously and use the information to monitor our performance and adapt what we do and how we do it.

As a small registered provider, we recognize that some of the services provided by larger organisations are more difficult for us to offer. However, as a membership organisation, in which all residents are members, we can provide a level of direct involvement and transparency that is unavailable to larger organisations. In all instances, the most senior member of staff will take on the responsibility of complaints officer detailed in the policy below.

We know sometimes things don't go according to plan and that you may wish to make a complaint against BCLT. All details on how to make a complaint and the timeframes for response are detailed below.

You may also contact the independent Housing Ombudsman Service at any time to discuss your issue:

Visit:  Housing Ombudsman service website 

Email:  info@housing-ombudsman.org.uk

Call: 0300 111 3000