Residential Services
Complaint Procedure

Introduction

Residential Services takes great pride in the standards of the services and facilities it provides but we appreciate that sometimes people may not be 100% satisfied with this. 

Problems can arise without our knowledge, but we welcome the opportunity to put matters right for all our residents
Our continued success depends on us receiving valuable information on how we can improve our service.

Staff at the sites (Management or wardening staff) or the accommodation office are usually the best people to deal with your complaint. Please talk to them first - they will normally be able to rectify your problems quickly and efficiently.

We aim to resolve problems informally at first however, should this not work, then you can use the formal stages of our complaints procedure outlined below.

Who can complain?

You can make a complaint if you are:

• Occupiers of our accommodation
• Visitors or guests
• Anyone affected by our service

What can you complain about?

You can complain if you think:

• We failed to do something we should have done
• We did something wrong or to a poor standard

Please do not use the complaints procedure if you are requesting a service from us – for example if your heating has broken down and you want it repaired or if you want information on any aspect of our service.

How to complain

You can call into your site office or the accommodation office, send an email or send a letter. We do not normally deal with anonymous complaints.

To make it easier for us to help you, please follow the step-by-step guidelines of our complaints procedure.