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Complaints Policy

Our commitment to you.

If you have a complaint then please let us know by contacting the Customer Care team based at the regional office with which you have been dealing.

If a complaint is made it will be dealt with by a member of the Customer Care team who will follow a standard procedure as outlined below.

During office hours (8.30am to 5.30pm Monday to Thursday and 8.30am to 5.00pm Friday) a member of our Customer Care team will confirm receipt of your complaint within 24 hours of receipt.

If however the complaint is received outside of office hours, a member of our Customer Care team will call you within 24 hours from the next working day.

What we will do

a. Acknowledge receipt of your complaint
b. Gather any further information regarding the complaint
c. Resolve the complaint as soon as possible.

All responses to customer complaints will, where possible, be made by telephone. Failing this, the response will be made via the same medium as it was received.

STAGE 1

We will respond to the complaint within 48 hours after gathering information.

If the complaint is not resolved, the matter will be escalated.

STAGE 2

The complaint will be dealt with by the Customer Relations Manager in an attempt to reach a resolution within 5 working days.

The customer will be contacted within 48 hours of the matter being resolved to ascertain their satisfaction of the resolution.

If the matter is still unresolved we will escalate to the next stage.

STAGE 3


The matter will be escalated to the Regional Managing Director in an attempt to reach a resolution within 5 working days.

The customer will be contacted within 48 hours of the matter being resolved to ascertain their satisfaction of the resolution.

If the matter is still unresolved we will escalate to the next stage.

STAGE 4

Should the matter still not have reached a satisfactory resolution it will be further escalated to the Divisional Chairman and the Chief Executive Officer in an attempt to reach a resolution within 5 working days.

The customer will be contacted within 48 hours of the matter being resolved to ascertain their satisfaction of the resolution.

If the matter is still unresolved we will escalate to the next stage.

FINAL STAGE

Should an agreeable solution still not be achieved the customer will be advised to seek external legal advice. 

We will always do our best to deal with our customers in a fair and reasonable manner. If however, after going through the steps outlined above, you are still unhappy with our response you may wish to refer to your home warranty provider, who will conduct an independent review of your complaint and how it has been handled.

What this procedure does not cover:

a. Everyday matters such as reporting or chasing repairs.
b. Accounts queries.
c. Complaints about residents or parking issues.