Making A Complaint

 

Making a Complaint

We strive for excellent customer service and never want to give cause to complain but we recognise that sometimes things go wrong. Our complaints process is designed to ensure complaints are resolved swiftly and effectively. Our approach ensures transparency, accountability, and continuous improvement.

Scope: This process applies to all residents of buildings where Community Utilities provide services, ensuring a defined pathway to resolve complaints.

Definitions:

  • Complaint: Where you, as a resident or owner of an apartment in a building we provide services to, advises us of an issue which requires resolution and is a cause of dissatisfaction with our services.

  • Advisors: Your first point of contact – our team of Advisors – are trained to resolve issues that arise.

  • Complaints Escalation Team: Specialists who will manage any escalated issues that are unresolved. They will investigate your complaint and communicate with you throughout the process.

  • Complaints Manager: Ensures the complaints process is being managed consistently and fairly. A point of escalation and consultation on complex or unresolved complaints.

 

How do I complain?

Channels: You can raise a complaint or dissatisfaction via any of our communication channels, such as via email, phone, or live chat. You can contact us by clicking here.

Information Required: Please provide as much information as possible, including your name, email address, tenancy reference, and preferred method of contact, as well a brief description of your complaint and your preferred resolution. This will help us to conduct a full and impartial review of the complaint and try to reach a mutually acceptable resolution as quickly as possible.

What happens next?

  • Our Advisors are trained to resolve any queries or dissatisfaction at the first point of contact. Where that is not possible, your complaint will be escalated to the next stage of our complaint process.

  • We will send an acknowledgement of your complaint within 1 working day of the complaint being raised; this acknowledgement will be sent via email and will outline the next steps and provide you with a unique reference number (URN) so that you can track progress should you need to contact us.

Investigation

We will conduct a thorough and impartial investigation into your concerns; this may involve including other departments or, the team on site to ensure that the issue is understood and resolved effectively.

We may need to ask you for further information throughout the course of our investigation. 

Resolution

 

  • We endeavour to resolve all complaints as quickly as possible; please allow up to eight weeks to resolve a complaint from the date it was raised. We will provide regular updates via your preferred method of contact.

  • We will contact you to propose our resolution to your complaint; the resolution will be clearly defined and will explain the outcome of all investigations conducted into the complaint.

  • Where we identify issues that need to be fixed, we will rectify matters wherever possible and advise you of this.

  • We will close the complaint once we have received confirmation that you are satisfied with the outcome. All outcomes will be communicated via email. If we receive no response, we will follow up and, if we do not hear from you, we will consider the complaint closed.

 

What if I don’t agree?

If you remain dissatisfied with the resolution of your complaint, you can request it to be escalated to the Complaints Manager, who will then conduct a comprehensive review and provide a full and final resolution.

Tracking Complaints:

 

  • We will provide you with regular updates throughout our investigation into the concerns you have raised.

  • However, should you need any further support in the meantime, you can contact us and quote your URN.

Timescales:

  • Acknowledgement: You will receive an acknowledgement email within 1 working day of your complaint being raised.

  • Resolution: We aim to resolve all complaints as swiftly as possible, however, please allow up to eight weeks to allow us to understand what went wrong and fix it.

  • Regular Updates: We will provide updates at least every 10 working days whilst investigating your complaint.

 

Continuous Improvement:

 

  • We make use of any feedback received via complaints to ensure that the services we offer are continuously improved. This might include training or reviewing our processes. Where we have made a change because of a complaint, we will ensure that we have identified opportunities to stop a repeat of the issue for you or other residents wherever possible.