We have a formal complaints process in place to ensure all concerns are handled fairly and consistently. 

However, if you haven’t already contacted our Customer Excellence team, we recommend doing so before submitting a formal complaint, as many issues can be resolved more quickly and informally. The team can be contacted via our contact us page. 

When submitting a formal complaint, please include your existing case reference number, if you have one, so we can investigate your concerns as efficiently as possible. 

Lift Engineers

General complaints

For standard or formal complaints about developments located in England or Wales

Make a complaint

Building safety

For concerns relating to building safety in buildings over 18 metres or 7+ storeys

Make a complaint
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Data privacy

For concerns about the handling of personal data

Make a complaint
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Heat networks

For issues relating to communal heating systems

Make a complaint
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Scotland

For standard or formal complaints about developments located in Scotland

Make a complaint

Payment of fees during a complaint investigation

We understand that you may have concerns about paying fees while your complaint is being reviewed.  

However, raising a complaint does not pause or delay the requirement to pay any charges that are due on your account, as we must ensure there are sufficient funds to cover the ongoing cost of managing your development on behalf of all residents.  

For more information on challenging service charges, a Guide for Leaseholders has been provided by The Property Ombudsman.