code enforcement
Explainer 

How to Submit Your Complaint to City of Beverly Hills

Mark Elliot

City of Beverly Hills is slow to act on problems in the community because city hall undertakes no proactive enforcement of our municipal code. If an officer in the field witnesses a violation, he won’t take the initiative to open a case. Instead the city relies on residents to make a complaint, follow up, and if the problem goes uncorrected then to go through the process all over again. Submitting a complaint can be frustrating but don’t worry we have plenty of experience. Here is our guide to complaints and some tips to get the city to act!

You can trust Renters Alliance because we are expert in getting city hall to address our complaints…to the extent that the city chooses to do so. Indeed we have filed so damn many over the years on matters as serious as fire safety, and as trivial as gas-powered leaf blowers, that we had to learn how to navigate the fragmented and inefficient system. A few things to mention starting with a key distinction between what is a code violation and what is not a code violation.

Overview

It is important to recognize what is, and is not, a code violation. A code violation is enforced by code enforcement; other problems and quality-of-life issues are the responsibility of city departments and other divisions. If the latter, then it is useful to recognize what part of city hall is responsible and to aim the complaint appropriately.

Follow-up is essential so know what to expect after filing a complaint. Was there an acknowledgement or did your complaint go into the circular file? Was a case opened and an officer assigned? Or did you get the brush-off? Submit all complaints in writing so that you can loop-in a manager or department head to get a response, if necessary.

Submit a complaint by email or text but in most cases not by phone. Whether by email or text, be sure to avoid the Ask Bev (aka Comcate) platform that is recommended by the city for the purpose of filing a complaint. We long used it and even posted a screenshot-by-screenshot user guide to help others use it. But the platform always sucked and it has only gotten more buggy and frustrating after a 2023 ‘upgrade.’ Email provides a timestamped record. As a bonus you can cc the city manager!

Here is out step by step guide. Scroll down or jump to the section that interests you.

Understand that the city’s complaint-driven process puts the burden on the residents to improve the community. Nobody in city hall gives a crap about multifamily areas. WE are the amateur code enforcement officers who must spot and report violations. When a problem gives us a headache then it is our job to share that headache with somebody in city hall.

Step 1: Identify the Problem

What constitutes a code violation? That is a trick question! Any condition or conduct that contravenes the Beverly Hills municipal code is a code violation. The enforcement arm is the community preservation division (aka code enforcement) within the community development department.

Whether the problem is municipal code related or not makes a difference. We have posted a few explainers for multifamily residents to help distinguish between what is, and what is not, a code violation.

The city recently posted its own code enforcement brochure that distinguishes between code violations and other issues. Download the Community Preservation Brochure.

Important note about rent stabilization: the rent stabilization ordinance (hereafter ‘ordinance’) regulates some aspects of rental housing like tenancies, rent increases and eviction protections. The ordinance is part of the municipal code: Title 4 chapter 5 regulates tenancies that started at $600 or less back in the day; however greater than 95% of tenancies are instead regulated under Title 4 Chapter 6 of the code which is what most people know as rent stabilization in Beverly Hills.

Many municipal code provisions relate to some aspect of life in a multifamily area. The code regulates days and hours of construction; noise prohibitions and quiet hours; restrictions on home occupation; particulars about paving and fence heights; and maintenance of premises. Find all of the standards related to multifamily zones in Title 10 Chapter 3 Article 28 of the Beverly Hills municipal code online.

However there are many potential neighborhood problems that aren’t covered by the municipal code. They would be reported directly to the responsible city department. This next section distinguishes between code complaints and all other complaints.

Step 2A: Code Violation? Submit a Code Enforcement Complaint

Code violation complaints should be sent by email to code enforcement (bhcp@beverlyhills.org). In the SUBJECT LINE of the email note the address to the property or location (if applicable). Add a few words to suggest the nature of the complaint.

In the BODY of the email provide sufficient information will help an assigned code enforcement officer gain an understanding of the situation. Is there a specific violation of the code? Does it repeat regularly or suggest a pattern of violations? What time or day of the week is it occurring? How long has the situation persisted? This information will help the city to prioritize your complaint.

Include documentation of the problem. Images and video are useful to suggest the scope of the problem however a code enforcement officer must witness the condition or conduct that is prompting the complaint. Gas-powered leaf-blowers typically appear on schedule weekly. Documenting the day and time can help an officer time his visit.

Alternately, use the city’s online form for reporting code violations. We tried the form and found that it only allows a single image or document upload. If you do use the form be sure to check the box to send a copy of the complaint to yourself for your records.

Step 2B: Not a Code Violation? Contact the Appropriate City Department

There is plenty to complain about in our multifamily areas that are not specifically violations of the municipal code. Here is a brief rundown of departments or divisions you may want to contact.

Landlord practices in rent stabilized housing should be directed to the Rent Stabilization Division. Know that most tenant complaints concern conditions (or conduct) that is not regulated by the municipal code or, specifically, the rent stabilization ordinance part of the code. For example, the RSO office won’t help you with problems concerning unlawful unit entry or harassment; nor will it help you recover the part of the security deposit that the landlord stole from you. No surprise that only about 1-in–10 tenant contacts with the office leads to an actual code enforcement case. Nevertheless we encourage tenants to contact the RSO office at 310–285–1031 or bhrent@beverlyhills.org.

Infrastructure issues and trash collection are the responsibility of the Public Works Department. Is there a sidewalk irregularity that suggests a future trip-and-fall? Is your alley poorly maintained? Are the trash bins broken? Is the trash picked up too early? Report these concerns to Public Works by email: askpw@beverlyhills.org.

Park problems are the responsibility of the Community Services department. Look around our multifamily areas: the mini-parks are clearly the poor stepchildren of the city’s marquee parks. The Reeves park fountain has been broken for five years and the children’s playground is dirty. Most mini-parks haven’t had an upgrade in decades. Even Roxbury park needs some help with a broken water fountain and other problems. Follow our lead: report your park problems to Community Services using the city’s general email complaint mailbox: askBH@beverlyhills.org.

Traffic issues and parking violations are the responsibility of the Beverly Hills Police. Traffic is the number one quality-of-life problem in Beverly Hills: speeding, loud exhausts, auto hijinks all go without enforcement. Residential streets near commercial areas are inundated with big trucks that have no business on a residential street. Indeed it is unlawful. That too goes without enforcement. However we have had some results by HAMMERING city hall about truck impacts and YOU CAN TOO. Report continuing problems using the city’s general email complaint mailbox: askBH@beverlyhills.org or follow our lead and message ‘Text BH’ at 310–596–4265 every time a truck drives down the block.

Parking enforcement is also the responsibility of Beverly Hills Police. This is unfortunate because the police department has totally dropped the ball on parking enforcement. These days enforcement works like code enforcement: the traffic officers don’t proactively identify problems but may respond to a complaint. Trucks can’t park in a multifamily area to make a commercial-area delivery, for example. For-hire cars and vans can’t double-park and block traffic. BHPD traffic control should respond to a complaint. Call 310–550–4875.

Fire prevention and suppression, of course, is the responsibility of the Fire Department. Until recently the department had posted a form for reporting fire safety issues. No more; that form simply went away. Now the department suggests we submit a complaint using the general Ask BH email address. Our old and poorly-maintained multifamily rental properties are firetraps. Indeed fires in multifamily occur with alarming frequency. So don’t hesitate to contact BHFD when there is something to report: the basement is packed with flammable debris, for example, or the circuit breaker box is in disrepair: askBH@beverlyhills.org.

Other complaints: if you are unsure about where to direct a complaint you may consult the clickable city hall directory for information about city departments, divisions and managers. If all else fails, call the city’s general info telephone line is 310–285–1000 for information. But ALWAYS submit a complaint by email or text so that there is a written record. Because follow-up is essential!

Step 3: The City Didn’t Acknowledge the Complaint? Circle Back!

Too often we hear from neighbors that they submitted a complaint and heard nothing back. Or they got the brush-off. That is unacceptable. The city’s policy is to acknowledge those contacts within one business day, the mayor reminds us at every meeting. “Resolution of issues will take longer.”

Indeed. So what we should one expect after submitting a complaint?

If it is a code complaint specifically, then one should expect an emailed response from code enforcement that includes the case number (if a case was indeed opened) beginning with ‘CP’ for ‘community preservation’; and the name of the assigned code enforcement officer with the officer’s contact information.

For code complaints and other complaints there should be an acknowledgement forthcoming within one or two business days. If not then resend the complaint email. This time cc the city’s code enforcement manager, Ms. Leslie Medina, at lmedina@beverlyhills.org, if it is a code complaint. For all other complaints regarding departments or divisions then cc City Manager Nancy Hunt-Coffey at nhuntcoffey@beverlyhills.org. That should get the complaint the attention that it deserves.

Step 4: Always Follow-Up, Follow-Up, Follow-Up!

Our code enforcement division is a symptom of the broader management problem and dysfunction atop city hall. The division is understaffed, perhaps poorly managed, and our officers are overloaded with cases. That means it may take additional time and effort to get action on the complaint.

Other city departments and divisions may respond with more dispatch. It depends on the department and the director.

Typically all it takes is to call attention to a problem. Public Works is typically excellent in addressing problems. We can get a trash bin lid replaced in hours! Park problems take a little longer but we can get Community Services to repair broken fountains and better maintain our pocket parks. By far most frustrating department is Community Development. It took months to remove about 25 broken news boxes from our sidewalks. Now we are working on outdoor dining establishments that crowd the sidewalk. So much to be done!

For code complaints the squeaky wheel gets the grease. So it is important to communicate with the assigned code enforcement officer. From time-to-time drop the assigned code enforcement officer an email or a call with an update to remind the officer that your complaint is still unresolved. Additional documentation or information may also help the officer to investigate. The assigned officer should respond to an email query in 24 to 48 hours.

No matter the nature of the complaint, follow-up is essential. It may take days, weeks or even months but persistence pays. Where health and safety is concerned the city should act quickly.

Step 5: Know What to Expect

Keep expectations in check because the code enforcement timeline can be elastic. It takes time to investigate and then to order a correction if the violation is substantiated. We have done this hundreds of times. We know the wheels of justice turn slow.

It is perfectly reasonable to wait 24–48 hours for a response or acknowledgement. It is acceptable to wait a week or two to see the problem substantively addressed. Beyond that, without a promised fixit date, then we are entitled to ask why the problem isn’t being addressed.

When a recalcitrant violator wants to run out the clock, he will learn that the city can lose track of a complaint; or that the complainant may lose interest in following up. Also the prospect of a sanction is theoretical; fines for violations are supposed to escalate over time, but the reality is that few fines are assessed.

Nevertheless, as volunteers in the DIY code enforcement brigade it is our job to keep the city’s focus on our problems until they are addressed.

Step 6: Know Whom to Contact

In instances where there is no action taken over some extended period of time, then the next step is to get in touch with somebody who is responsible for addressing the problem. That could be the division manager or department head. Consult the clickable city hall directory for more information about city departments, divisions and managers. The city’s general info telephone line is 310–285–1000.

For persistent inaction then climb the management ladder. City manager Nancy Hunt-Coffey is the top executive; she earns $350k annually and just received this year’s $30k performance bonus to boot. She is standing by and ready to hear about your problem.

Alternately, take the political approach and contact one of our five city councilmembers. We suggest staring with Mayor Les Friedman. In theory the buck stops with him…at least on city council. Reach the mayor at lfriedman@beverlyhills.org. Really any one of our five councilmembers should be ready to help get attention to a complaint.

Find their contact information on the city council webpage. In an email to councilmembers describe the problem and suggest what the city needs to do to solve it.

Take for example a problem with rental housing. If the RSO office (310–285–1031) is not helping you with a problem then contact the deputy director for rent stabilization, Nestor Otazu, at notazu@beverlyhills.org If he is not helpful then contact the city manager. After that bring your problem to a member of city council or, as a last resort, take the problem public by appearing before city council. Council meets every other Tuesday at 7pm and each meeting provides time at the beginning for public comment. That is our opportunity to tell our insular, and insulated, councilmembers what ails us in the cheap-seat neighborhoods. Find the schedule of council meetings online. The lesson is to escalate when necessary!

Our Take-Away

We provide this guide because the city’s complaint-driven system doesn’t work as it should. It is not meant to discourage our readers but instead to encourage them to submit a complaint when a problem needs fixing. After all community improvement in Beverly Hills is a DIY effort. We have to be the squeaky wheel.

For years we used the city’s online platform Ask Bev to submit our complaints because that is what the city suggested we use. After all, the link is right there in the city website footer.Ask Bev link in city website footer

Indeed for too long we wasted our time navigating the outdated Ask Bev interface and burned too many hours to help the city troubleshoot it.

No more. After an Ask Bev ‘upgrade’ last year made it all worse we finally left it behind. Now we recommended that readers simply email the city.

This guide is for those who want to contact the city but who don’t have our experience navigating the city hall bureaucracy. We post it for neighbors who have contacted the city but never heard back. We offer it to those who got the brush-off from the city and didn’t know where to turn next. Neighbors, this guide for you. Start complaining!

Additional Resources