We are here to help, so if you are not happy with a decision that we have made or the way we have delivered services we want to hear about it. Your feedback helps us to improve our services.

If you are having an issue with your neighbour, you can contact the Housing Team directly on 8324 0885. We manage all neighbourhood complaints and disputes in line with our Good Neighbour Policy and Good Neighbour Factsheet. This is separate to the complaints process.

If you have an issue with your property, you can report a repair on 8324 0800.

How to make a complaint

You can make a complaint if you are not happy with the quality or standard of service you have received from Bridge Housing. This includes Bridge Housing staff and contractors.

If you feel comfortable, raise your concerns with the staff member who has been dealing with your issue directly. If you are not happy with their response, you can make a formal complaint using one of these methods:

  • Emailing This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Calling the Housing Team on 8324 0885
  • Completing the Compliments, Complaints and Appeals form 
  • Visiting one of Bridge Housing offices or outreach offices

You will receive a letter or email confirming that we have received your complaint within 2 days. Your complaint will not be managed by the staff member that you are complaining about.

We will consider your complaint within 21 days and inform you of the outcome in writing.

How to appeal a decision

Stage 1 – Internal review of a decision

If you do not agree with a decision that Bridge Housing has made about your tenancy or application, you can appeal the decision for review by a Bridge Housing manager.

You can do this by:

  • Emailing This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Completing the Compliments, Complaints and Appeals form 
  • Arranging a time to come into the office for an interview. You can bring an advocate or friend with you for support and we can arrange an interpreter if needed.

You will receive a letter or email confirming that we have received your appeal within 2 days. A manager will be assigned to review the decision. The person who made the original decision will not manage the appeal.

Your appeal will be reviewed within 21 days and we will inform you of our decision in writing.

Stage 2 – External review of a decision

If you are not happy with our decision, you can lodge a Stage 2 appeal with the independent Housing Appeal Committee.

You can lodge an appeal by:

The Committee will review all available information, including your tenancy file, and conduct an informal interview or hearing with you. You can bring a support person to the hearing and an interpreter can be arranged if needed.

The Committee will write a report with recommendations, which they will send to you and to Bridge Housing.

For more information about Stage 2 appeals, visit the Housing Appeals Committee Frequently Asked Questions page.

How to lodge a compliment

You can give us a compliment if you are happy with our services or the way we responded to a particular matter. Compliments help us to know that we are on the right track and to recognise staff who go above and beyond.

You can make a compliment by:

  • Emailing This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Calling the General Enquiries line on 8324 0800
  • Completing the Compliments, Complaints and Appeals form 
  • Visiting the one of Bridge Housing offices or outreach offices

Need more help?

You can find more detailed information in our Compliments Complaints and Appeals Policy.

You can also contact other organisations for advice and information about your issue:

 

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