Contact

Suite 203-4555 Kingsway    
Burnaby, BC V5H 4T8

Phone: 604-646-7050
Toll-free: 1-800-407-7757
Fax: 604-646-7051
Email: licensinginfo@bchousing.org

Suite 1701-4555 Kingsway 
Burnaby, BC  V5H 4V8
 
Phone: 604-433-1711 
Fax: 604-525-8201 
General Information: 1-866-465-6873 
Email: lmnonprofit@bchousing.org

Asset Strategies
Fax: 604-454-2098

Development Services
Fax: 604-439-4793

Operations Manager 
297 East Hastings Street 
Vancouver, BC  V6A 1P2

Phone: 604-648-4270 
Email: orangehall@bchousing.org

Orange Hall hours are 10 a.m. to 4 p.m. Monday to Friday.

4555 Kingsway
Burnaby, BC  V5H 4V8

Phone: 604-433-1711
General Information: 1-866-465-6873
Fax: 604-439-4722
Email: webeditor@bchousing.org

Ann Howard, Regional Director
290 Nanaimo Avenue West 
Penticton, BC  V2A 1N5

Phone: 250-493-0301 
Toll-free: 1-800-834-7149 
Fax: 250-492-1080 
Email: interiorregion@bchousing.org

Dale McMann, Executive Director
Suite 510-369 Terminal Avenue  
Vancouver, BC V6A 4C4

Phone: 604-609-7024 
Fax: 604-609-7031 
Email: lmdirectlymanaged@bchousing.org

Malachy Tohill, Regional Director
1380-2nd Avenue  
Prince George, BC  V2L 3B5 

Phone: 250-562-9251 
Toll-free: 1-800-667-1235 
Fax: 250-562-6488 
Email: northernregion@bchousing.org

Heidi Hartman, Regional Director
Suite 201-3440 Douglas Street 
Victoria, BC  V8Z 3L5

Phone: 250-475-7550 
Toll-free: 1-800-787-2807 
Fax: 250-475-7551 
Email: vanislandregion@bchousing.org

The Complaint Resolution process is not available to you if other appropriate legislation can resolve your concern.

Examples include, but are not limited to:

• Residential Tenancy Act
• Residential Tenancy Office
• Freedom of Information and Protection of Privacy Act
• Office of the Information and Privacy Commissioner
• Ministry of Social Development (Ministry responsible for employment and assistance benefits, also known as income assistance)
• Homeowner Protection Act

If one of these complaint resolution processes, or another complaint resolution process, is available to you, you will be redirected to that resource when you contact us.

Downloads:

• ​Complaints Resolution Form (Word Doc - 38.3 KB)
• ​Complaints Resolution Flow Chart (PDF - 67.7 KB)

BC Housing does not have a role to review complaints received by a tenant/member living in a building managed by a non-profit housing provider or a co-op. A non-profit housing provider is considered an independent, democratic organization operating in a manner based on its constitution and bylaws. Co-ops are owned and democratically controlled by the people who use their services.

Tenancy complaints should be directed to the property manager / administrator of the building where you live. If the property manager/ administrator can’t successfully resolve your complaint you should contact the Board of Directors of the non-profit housing provider or the co-op. Check to see if your non-profit housing provider has a website which may give you contact information for the Board. Alternatively, contact the BC Registry Services to get information on how to obtain a list of the Board of Directors of a society.

Tenants living in a building managed by a non-profit housing provider have the same tenancy rights as tenants living in the private market. If you have tenancy/maintenance issues that are not being resolved by your housing provider contact the Residential Tenancy Office.

Members of a co-op will be aware of which members sit on the Board of Directors.

Step 1 – Local Review

You are strongly encouraged to resolve the complaint informally with BC Housing employees and the appropriate manager, as needed.   Where resolution is not achieved, the complaint resolution process is available to:

Applicants for housing and tenants in BC Housing’s directly managed public housing stock.

Applicants and recipients of the Rental Assistant Program (RAP) or the Shelter Aid for Elderly Renters Program (SAFER) in areas where the complaint process is not defined by SAFER legislation.

Stakeholders, partners, suppliers, and/or clients who do not feel they have been treated fairly and/or are not satisfied with the service they have experienced.

Step 2 – Formal Review

If you are not satisfied with the decision made by the BC Housing manager, a formal review by the Complaint Resolution Committee may be requested by completing the Complaint Resolution form  ( locked .dot file - may take a few minutes to download.) 

Please complete the form, attach any supporting documentation, and forward by mail, fax, or e-mail to:

Complaint Resolution Committee
Suite 1705-4555 Kingsway
Burnaby, BC  V5H 4V8
Attention:   Manager, Complaints Resolution and Information Privacy
Fax:   604-439-4722
Email: ComplaintResolution@bchousing.org

The Committee will review all of the relevant information you have provided in the form and supporting documentation, and seek information from any or all parties named in your complaint to ensure that the process is fair and transparent for all concerned.

The Complaint Resolution Committee will investigate and advise you of its decision within thirty (30) business days.

If you are still not satisfied, you can request an independent review by making a complaint to the Office of the BC Ombudsperson.

The Office of the BC Ombudsperson receives inquiries and complaints about the practices and services provided by public agencies.   Their role is to impartially investigate complaints to determine whether public agencies have acted fairly and reasonably.

If you bypass the Complaint Resolution process and proceed directly to the Office of the BC Ombudsperson, they may re-direct you back to our Complaint Resolution process to try and resolve your complaint.