We want to resolve your concerns as quickly as possible. If you have not yet contacted our Customer Excellence team, we ask that you do so before submitting a complaint. Our team is often able to resolve issues promptly, helping you reach a quicker resolution. The team can be contacted via our contact us page.
If we are unable to resolve the matter to your satisfaction, you can still raise a complaint, which will be reviewed in line with our Complaint’s procedure.
General complaints
For standard or formal complaints about developments located in England or Wales
Building safety
For concerns relating to building safety in buildings over 18 metres or 7+ storeys
Data privacy
For concerns about the handling of personal data
Heat networks
For issues relating to communal heating systems
Scotland
For standard or formal complaints about developments located in Scotland
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.