When this happens we would like to let you know, then we can try to put matters right. We take all complaints about our service very seriously and will endeavour to deal with your complaint promptly.
To ensure we have all the facts necessary to investigate your complaint we have a step by step procedure for you to follow.
Following this procedure will enable us to expedite your complaint to a mutually satisfactory resolution.
When to Complain
- If you are dissatisfied with any aspect of our service
- If we have failed to follow our policies and procedures
- If we have failed to carry out a repair in a reasonable time (Prop Mgt)
- If we have not returned your calls or not replied to your correspondence
- If you believe we have discriminated against you
- If you have had a problem with one of our employees
THE COMPLAINTS PROCEDURE
The most effective way of resolving a problem is to give the person involved the opportunity to discuss your dissatisfaction with you informally. Before you decide to make a formal complaint we therefore ask you to try to resolve the matter with the person concerned.
If you cannot resolve please put your complaint in writing and send it to:
4-74 Delamere Avenue
Or email to: firstname.lastname@example.org
We will acknowledge your letter or email within 3 working days. There will be a full investigation and you will receive a written reply within 10 working days. All complaints are tracked to ensure we adhere to this procedure.
If you feel you have not received a reasonable response to your complaint under stage 1, you can write for the attention of the Property Management Director or Sales Director within 10 working days of the receipt of the response to Stage 1.
The Director will conduct a separate review of your complaint and respond to you in writing within 10 Working days to inform you of the decision. Your complaint and the way it has been handled will be considered.
Please address your letter to:
4-74 Delamere Avenue
WHAT THIS PROCEDURE DOESN’T COVER
- Everyday matters such as reporting or chasing a repair
- Accounts queries
- Complaints about one resident about another
These should be directed to:
It may be tempting to withhold payment of your rent. We ask you do not take this approach as it often makes a difficult situation worse.
This process may not cover all complaints and we reserve the right to change process and responsibilities depending on circumstances.