If you are looking to raise a new query, repair, insurance claim, service charge enquiry, or other ongoing matter our Customer Excellence team will be able to help. The team can be contacted via our contact us page.

If your enquiry is already being handled by one of our teams, contacting them by calling or responding to the acknowledgement email is often the quickest way to resolve the issue.

If you remain dissatisfied with how your issue has been handled, you can submit a formal complaint by completing a form using one of the links below, which will be directed to the appropriate team.

Lift Engineers

General

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

Click here for more info

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.