Working with our customers and homeowners

Detail is something that defines every Brio home and we take pride in ensuring no stone is left unturned when it comes to your satisfaction.

To make sure the service we provide meets your expectations, we regularly encourage members of our community to share feedback and raise questions or concerns. If you have any suggestions or opinions on how we could improve, we’d love to hear them. Similarly, if you’re unhappy about any aspect of your new home, please let us know in the first instance. 

Our dedicated feedback handling process logs every comment, guarantees a fast personal response and enables us to continually improve and evolve our services. We also provide a structured complaints procedure that provides speedy outcomes to any complaints.

Our promise to you

Please feel free to speak to any member of staff about any concerns you may have. If you prefer, you can also write to, email or visit your General Manager. We will then handle your complaint according to the following procedure:

  • We will deal with written/email complaints in a fast, responsive, accessible and user-friendly way. We will not treat you any differently if you make a complaint.
  • Your General Manager will acknowledge a written/email complaint in writing/by email within 24 hours and provide an initial response in writing/by email within5 calendar days. If we need any more time to investigate your complaint we will agree a response deadline with you.
  • If you inform your General Manager that you are not satisfied with our first response, we will escalate it to the Director of Operations, who will provide a further response in writing/by email within 5 calendar days of receiving the complaint.
  • If you inform us that you are not satisfied with our response at any stage you will not need to restate your case or explain your reasons, but may do so if you wish. Our escalation procedure simply ensures an independent review. Our Director of Operations or Chief Executive may also call or visit you to discuss the matter.

To view our People's Promise document please click here

We will co-operate in the same way with an intermediary acting on your behalf. If you are not satisfied with our final decision, or we fail to provide it by the relevant deadline, you may refer your complaint to the relevant Ombudsman:

In England

Unresolved complaints regarding property matters should be referred to:

Housing Ombudsman Service England
PO Box 152
L33 7WQ
Tel: 0300 111 3000

Unresolved complaints in relation to Touchstone CPS as the lettings agent should be referred to:

The Property Ombudsman 
Milford House
43-55 Milford Street
Tel: 01722 333306

Unresolved complaints regarding care services should be referred instead to:

Local Government (Social Care) Ombudsman (England)
53-55 Butts Road
Web form:
Tel: 0300 061 0614

In Scotland

Unresolved complaints regarding property matters should be referred to:

The Property Ombudsman (Scotland)
Milford House, 43-55 Milford St, Salisbury, Wiltshire, SP1 2BP
01722 333306

In Scotland, unresolved complaints regarding care services should be referred to:

Healthcare Improvement Scotland
Gyle Square
1 South Gyle Crescent
EH12 9EB
Telephone: 0131 623 4326

Please rest assured that we will fully co-operate with the relevant Ombudsman during any investigation, and comply fully with the Ombudsman’s final decision which will be binding on us.