Complaints
What happens when things go wrong?
Our complaints process is designed to be fair, transparent and focused on putting things right quickly. When a resident raises a concern, we listen, investigate properly, and work with them to find a solution.
How the process works:
- Stage 1 – First response. Most complaints are handled here. A Team Leader or Assistant looks into the issue, gathers the facts, and gives a clear, timely response. The aim is to sort things out early.
- Stage 2 – Escalation. If the resident is still unhappy, the complaint moves to a more detailed review by a General Manager not involved in the original decision.
How we're reducing complaints:
- Better communication — keeping residents updated, explaining decisions clearly, and telling them what happens next and why.
- Better evidence — operatives take photographs before work starts, helping us investigate properly and give accurate, confident responses.
Why this matters — residents feel heard, respected, and confident that we take their concerns seriously. It also helps us deliver a more consistent, reliable service across all neighbourhoods.