Complaints Handling

How we approach any complaints we receive from residents.

Resident Concerns Handling

We want to know the concerns our residents have to ensure we are delivering a valued service.

• We cannot help to fix issues if we don’t know about them
• We are human, we do make mistakes but never intentionally
• We will apologise where mistakes are made
• We promise to always seek to learn and improve

When matters are escalated, we will:

• Listen to your issue
• Own the problem and take action
• Verify all the information and circumstances
• Engage with you on the outcome and resolution

We make every effort to ensure that the service we provide to you is the best it can be. If you feel that we have not delivered to the standards you expect or if we have made a mistake, we want you to tell us.

Below is the procedure we will adopt in dealing with any formal complaint received:

Stage 1: Your Complaint

Please put your complaint in writing by emailing with COMPLAINT and the name of the building / location within which you live in the subject bar.

Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to, enclose/attach any supporting evidence.

Stage 2: Our Acknowledgement

We will review your complaint and acknowledge receipt of the same. This will be logged on our in-house complaints tracker. Our team will identify who is best to help you achieve the quickest resolution for your complaint and notify you of their name and contact details.

We will always aim to respond to you within 5 working days of receiving of your complaint.

Stage 3: Our Investigation

Your complaint will be investigated, and the appointed person will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate. If at this stage we are unable to conclude our investigation, we will advise you accordingly, with reasons and confirm our anticipated timescale for a conclusion.


We will endeavour to feed back to you with the findings of our in investigation and proposed resolutions within 10 working days of acknowledging your complaint.

Stage 4: Final Viewpoint

If you remain dissatisfied after our initial review and proposed resolutions, you should contact us again and we will conduct a separate review before offering a ‘final viewpoint’ letter to you.

We will aim to deliver our final viewpoint to you within 10 working days of receiving your request for a further review.

Stage 5: The Property Ombudsman

If an issue cannot be settled amicably between us, or you have not received communication from us within the timeframes detailed, and with our reason as to why with timescales for conclusion, you can request an independent review from The Property Ombudsman without charge.

The Property Ombudsman

Milford House
43-55 Milford Street
+44 (0)1722 333306

You must refer your complaint to The Property Ombudsman within 12 months of receiving our viewpoint letter.