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We welcome any feedback from our tenants whether it is good or bad, compliment or complaint. By listening to you, the tenant, we can ensure that we are doing everything we can to make sure we are delivering the best service we can in order to make you home and community as safe, welcoming and comfortable as possible.

Brighton & Hove Seaside
Community Homes

Unit F, Hove Technology Centre
St Joseph’s Close
Hove
East Sussex
United Kingdom
BN3 7ES

Compliments & Complaints

Seaside Homes would like you to follow the official path for complaints as it is laid out by Brighton and Hove City Council Standards and Complaints department. Your Housing Officer will help you through the process and explain your rights to you if you are unsure of how to make a complaint or what to do next.

how to make a compliment or complaint?

You can make a compliment or complaint by clicking on the link below. However, before making your compliment or complaint, please read through the complaints procedure outlined on this page.

stage (1) – problem solving

Standards & Complaints will acknowledge your initial complaint within two working days and we will give you the name of the manager responsible for the service you have complained about.

  • The manager will aim to reply to you within 10 working days.
  • If there is likely to be a delay in replying, the manager will tell you the reason for the delay and when you can expect a full answer.

What if I’m still not satisfied?
If you are still not satisfied then please e-mail, call or write to Standards & Complaints telling us why you are not happy and what you would like the council to do to put things right. This will start Stage Two – Formal Investigation of the procedure.

step (2) – formal appeal

A complaints officer will look into the issues you have raised with a view to carrying out a formal investigation into your complaint.

  • Your continuing complaint will be acknowledged within two working days and we’ll give you the name of the Standards & Complaints investigating officer.
  • Standards & Complaints aim to complete their investigation within 20 working days and if further time is required we will explain why.

What will happen as a result of my complaint?
If the council has been at fault, of course the very least we should do is apologise. In general we will follow the Local Government Ombudsman’s guidance which states that:
“As far as possible the complainant should be put in the position he or she would have been in had things not gone wrong.”

The sort of things you might reasonably expect are an apology, an explanation, an assurance that action will be taken to prevent a re-occurrence or that we take specific action.

If it is agreed compensation is due to you, any payments will be in line with guidance issued by the Local Government Ombudsman and are subject to the council’s financial regulations.
If I’m still not happy is there anyone else I can complain to?

step (3) – appeal

If, having had a full investigation undertaken by Standards and Complaints, you are still not happy. You may then appeal to Seaside Homes directly. This option will only be open to you if you have exhausted Standards and Complaints’ whole procedure. You can contact Seaside Homes by writing to us, emailing us, calling us or using the contact form on this website. The address, telephone and e-mail address are displayed on the left of this page.

We will take up your concerns and do our very best to find a way for yourself and Standards and Complaints to come to an agreement, but If you’re still dissatisfied, you can raise your complaint with the Local Government Ombudsman. The Ombudsman will try to resolve any differences between you and the council.

The Ombudsman is impartial and is independent of the government and local authorities and publishes a leaflet which will be made available to you called ‘Complained to the council? Still not satisfied?’. This leaflet may be obtained from the Standards and Complaints team with their Stage Two reply.

You can find out more information by contact the Local Government Ombudsman in the following ways: