Resident Complaints Procedure
Our company vision is being proud of every apartment home and having our residents serviced by people who care. This means that we will strive to deliver a quality apartment home and service to all of our residents. However sometimes things can go wrong, and we are committed to acting in an open and honest way if we have not provided the standards of service we aim to deliver.
In the event that this happens we have a 3-step complaint procedure which is outlined below.
If you have a complaint or concern, then in the first instance you should contact or visit our Resident Concierge in your community. The contact details for each community are also provided as separate tabs on our website at ‘contact us’. You may also complete our online Resident Feedback and Concern form.
Our Resident Concierge will acknowledge all complaints within 24 hours. Within 7 working days of receipt, they will either reply fully or advise you of the steps they are taking and give a date by which they will be able to respond in full. We aim to resolve all complaints at Step 1. However, we acknowledge that this may not always be possible.
What happens if I am not satisfied?
If you are still not satisfied then you should ask for your complaint to be referred to, or directly contact, the Community Director. They will acknowledge all complaints within 24 hours. Within 7 working days of receipt they will either reply fully or advise you of the steps they are taking and give a date by which they will be able to respond in full. (The office contact details are listed on our website under ‘contact us’).
What happens if the Community Director cannot resolve the matter?
If the Community Director is unable to resolve matters to your satisfaction, then you should escalate this to the Portfolio Director. They will review your complaint and determine the best course of action, responding to you within the same timescales as in steps 1 and 2.
What happens if we are unable to resolve your complaint through these 3 steps?
We will always do our best to deal with our residents in a fair and responsible manner. If, however, after going through the steps outlined above, you are still unhappy with our response, we offer you the opportunity to refer your complaint to independent dispute resolution services. For disputes involving deposits, you may contact MyDeposits (https://www.mydeposits.co.uk/landlords/about-disputes/, phone: 033 321 9401) or The Dispute Service (https://www.thedisputeservice.co.uk/contact-tds.html, phone: 0300 037 1000). For all other concerns, you may contact Ombudsman Services: Property (http://www.ombudsman-services.org/property.html, phone: 0330 440 1634).
Please note: using the complaints procedure or the Dispute Resolution Scheme does not affect your normal legal rights.
If you are a resident who is yet to complete on the rental of your new apartment home, any queries should be directed to our lettings teams at the appropriate development.