What happens after I submit a complaint?

When you submit a formal complaint, we will record it, review the circumstances & explain our response.

Our complaint process

• Acknowledgement: we aim to confirm receipt within two working days.
• Review: we examine the details, relevant records & any steps already taken.
• Investigation: we may contact you, the on-site team or a contractor for further information.
• Response: we aim to provide an initial substantive written response within ten working days.
• Next steps: we explain what we can do, what remains outstanding & how to request a further review.

Some issues can be resolved quickly. Others require specialist evidence or additional work, in which case we will explain why more time is needed & keep you informed.

If we have made a mistake, we aim to put it right where possible. We may not be able to share another resident’s private information or details of confidential employment matters.

Urgent safety problems will still be handled through the appropriate emergency route while a complaint is investigated.