BCT’s aim is to provide a clear, simple and accessible way for customers to make complaints, leave compliments and suggest ways to improve our services. This page sets out everything you will need to know. 

Our current performance (Q3)

See our Q3 (October to December 2021) Complaints, Compliments and Suggestion data here.

You can also view our Q3 complaints satisfaction data here.

How to contact us

  • Face to face with any member of staff, including contractors working on BCT’s behalf.
  • By telephone to our Customer Service Team on 0800 533 5442 (option 3) between the hours of 9am and 5pm Monday to Thursday and 9am and 4:30pm on Friday.
  • By email to our Customer Service Team at: enquiries@bykerct.co.uk
  • In writing to our local office address:
    Byker Community Trust,
    17 Raby Cross,
    Byker,
    Newcastle upon Tyne,
    NE6 2FF.
  • By using the website – see below for further information
  • Via social media Inc. Facebook/Twitter*
  • Via a Councillor or MP or other third party

*Complaints received via the social media inbox will be logged and treated in the same way as any other written complaint, and confidentiality and privacy maintained.

Our Service Standards

  • Complaints, compliments and suggestions will be logged within 24 hours if received on a weekday or by close of business on a Monday if received on a Saturday or Sunday
  • First time complainants will be contacted within 24 hours with the aim of resolving the complaint immediately or as soon as practically possible with a target of 5 working days
  • Formal Stage 1 complaints will be acknowledged in writing (via email if appropriate) within 1 working days and you will be given a reference number and the name of the complaint handler – this will be a manager who will investigate and respond with a target of 5 working days
  • Formal Stage 2 complaints will be acknowledged in writing (via email if appropriate) within 1 working days. The complaint will be assigned to a Director who will investigate and respond with a target of 5 working days
  • You will, at each stage be advised of your right to escalate your complaint and how to do this if you are not happy with the outcome
  • We will always check with you before closing a complaint
  • We will deal with all types of feedback in a supportive, non-judgemental or defensive manner

What is a complaint?

A complaint is different to a general enquiry and for it to be treated as such, one or more of the following must apply:

  • There has been a failure from BCT to comply with policy, procedure or standards of service delivery.
  • A decision has been made which the complainant believes, is not fair or clear.
  • BCT staff or contractors have not delivered good customer service.

What is not a complaint?

If you are telling us something for the first time, for example reporting a repair, reporting anti-social behaviour or making an enquiry about your rent, you can contact us through our customer service team.

You can submit a complaint to BCT using our online form here.

Leaving a Compliment

Compliments are important to BCT as they show when we are getting things right and recognise the hard work of people providing excellent services.

You can submit a compliment using our online form here.

Making a Suggestion

Customer suggestions can help us to shape the services that we deliver and bring about improvements.

You can submit a suggestion using our online form here.

Other ways to make complaints, compliments and suggestions

If you prefer, you can talk to us in person, over the phone or you can arrange a home visit by contacting us.

Further Information

You can read our Complaints, Compliments and Suggestions Policy here.

This document explains information on timescales, what happens when you make a complaint and how you can escalate your complaint if you are still unhappy.

If you require any assistance, please get in touch.

The Housing Ombudsman

The Housing Ombudsman has published a new Complaint Handling Code enabling landlords to swiftly resolve complaints raised by residents and to use the learning from complaints to improve services.

The code will also help residents understand what to expect from their landlord when they make a complaint and how to progress their complaint.

Contact info for Housing Ombudsman – https://www.housing-ombudsman.org.uk/

Call us on 0300 111 3000
9.15am – 5.15pm: Monday to Friday

Housing Ombudsman Service
PO Box 152
Liverpool
L33 7WQ