Complaints policy - The Almere

THE ALMERE COMPLAINTS PRODECURE

Operational Complaints Policy

Native Residential aims to provide a high quality of service at all times. If it is felt that we haven’t achieved our expected level of service, this procedure will enable you to escalate issues or concerns that you have been unable to resolve with your local site team. This procedure has four stages;

Stage one gives our Community Manager the opportunity to review and consider your complaint in full. We will always endeavour to assess the facts fairly and our goal is to find an amicable solution to enable us to resolve your complaint, to your satisfaction.

Stage two gives the opportunity for our leadership team to review and consider your complaint in full.

Stage three gives the opportunity for our executive team to review and consider your complaint in full.

Stage four gives you the opportunity to have your complaint reviewed and considered by an independent redress provider if you are not happy with our final viewpoint.

 

STAGE ONE

If you have been unable to resolve your complaint with the onsite team, you may escalate the matter in writing to your Community Manager. We ask that you put your complaint in writing to ensure we have a full understanding of the nature of, and reasons for, your complaint. Please provide as much detail as possible including:

  • what service we are providing
  • where you consider we have failed to meet expected standards
  • what solution you would ideally like to reach

You can write to us at:

Holly Birmingham, The Almere, 353 Avebury Blvd, Milton Keynes MK9 2FF

E: holly.birmingham@thealmere.co.uk

We will acknowledge receipt of your complaint within 3 working days. We will investigate the circumstances of your complaint, including contacting the local site team, and we will provide a summary of our findings within 15 working days of sending our acknowledgement receipt.

 

STAGE TWO

If you are not satisfied after having received our response, you have the opportunity to take your complaint to stage two, where a member of the Native Residential Leadership Team will review your complaint.

We will acknowledge receipt of your escalated complaint within 3 working days. We will investigate the circumstances of your complaint, including contacting the local site team and Community Manager involved previously. We will provide a summary of our findings within 15 working days of sending our acknowledgment receipt.

Leo Glass, Head of Operations South, United House, 9 Pembridge Road, London, W11 3JY

E: leo.glass@native-residential.com

 

STAGE THREE

If you are still not satisfied upon receiving our response, you have the opportunity to take your complaint to Stage 3, where a member of the Native Residential Executive team will review your complaint.

We will acknowledge receipt of your escalated complaint within 3 working days. We will investigate the circumstances of your complaint including the local office, and senior management and leadership teams involved previously. We will provide our final response within 15 working days of sending our acknowledgment receipt.

Rajiv Mehta, Director of Operations UK, United House, 9 Pembridge Road, London, W11 3JY

E: rajiv.mehta@native-residential.com

 

STAGE FOUR

If you are still not satisfied when you have received our final viewpoint, or more than 8 weeks has elapsed since your complaint was first made, you have the opportunity to take your complaint to an independent redress provider.

The Property Ombudsman (TPOS), is free to consumers and will consider all consumer complaints including residential sales, lettings and property management. It is the approved redress scheme for residential estate agents in the United Kingdom under the Consumers, Estate Agents and Redress Act 2007, and for residential lettings/managing agents under the Enterprise and Regulatory Reform Act 2013. Referrals must be made within 12 months of the our final viewpoint response including any evidence to support your complaint. Our TPOS registration number is D13506.

 

The contact details for TPOS are:

The Property Ombudsman, Milford House, 43—55 Milford Street Salisbury, Wiltshire SP1 2BP

T: 01722 333306

E: admin@tpos.co.uk

W: www.tpos.co.uk

 

We hope this procedure clearly outlines how to escalate an issue you have been unable to resolve with your local site team, the steps we will follow when we receive a formal complaint and the options open to you if you are unhappy with our findings.

 

Building Safety Complaint Policy

Native Residential aims to provide a safe environment for residents at all times. If it is felt that we haven’t achieved this then we’d welcome you to get in touch; this process enables you to escalate issues or concerns that you may have.

We have created a separate complaints policy for where building safety is concerned, to ensure it is dealt with by the appropriate personnel.

A building safety complaint can be in relation to:

  • Failure of any fire or life safety systems within your building
  • The spread or potential spread of fire within your building
  • Your ability to evacuate safely in an emergency
  • Structural failure of a building

With regard to above, a complaint can also be in relation to:

  • Any communication concerning the above issues
  • Any responses concerning the above issues
  • Ongoing management of any of the above areas

In relation to Building Safety, Native is an accountable person for your building. We represent the building owner, the principle accountable person (PAP) and we operate a complaints procedure for them.

We inform them of all valid building safety complaints that reach stage 3, however if you would like details of who the PAP at your building you can find those details here: https://register-high-rise-building.hse.gov.uk/public-register/search

The post code for your building is – MK92FF

Stage one gives our General Manager the opportunity to review and consider your complaint in full. We will always endeavour to assess the facts fairly and our goal is to find an amicable solution to enable us to resolve your complaint, to your satisfaction.

Stage two gives the opportunity for our leadership team to review and consider your complaint in full.

Stage three gives the opportunity for our executive team to review and consider your complaint in full.

Stage four gives you the opportunity to have your complaint reviewed and considered by an independent redress provider if you are not happy with our final viewpoint

 

Stage One

If you have been unable to resolve your complaint with the onsite team, you may escalate the matter in writing to your General Manager. We ask that you put your complaint in writing to ensure we have a full understanding of the nature of, and reasons for, your complaint.

Please provide as much detail as possible including:

  • What service we are providing
  • Where you consider we have failed to meet expected standards
  • What solution you would ideally like to reach

You can write to us at:

Sean O’Donovan, The Almere, 353 Avebury Blvd, Milton Keynes MK9 2FF

E: sean.odonovan@thealmere.co.uk

We will acknowledge receipt of your complaint within 3 working days. We will investigate the circumstances of your complaint, including contacting the local site team, and we will provide a summary of our findings within 15 working days of sending our acknowledgement receipt.

 

Stage Two

If you are not satisfied after having received our response, you have the opportunity to take your complaint to stage two, where a member of the central Health & Safety Team will review your complaint.

We will acknowledge receipt of your escalated complaint within 3 working days. We will investigate the circumstances of your complaint, including contacting the local site team and General/Community Manager involved previously. We will provide a summary of our findings within 15 working days of sending our acknowledgment receipt.

Health & Safety Team, Native Residential, United House, 9 Pembridge Road, London, W11 3JY

Alternatively you can email healthandsafety@native-residential.com

 

Stage Three

If you are still not satisfied upon receiving our response, you have the opportunity to take your complaint to Stage 3, where a member of the Native Residential Executive team will review your complaint.

We will acknowledge receipt of your escalated complaint within 3 working days. We will investigate the circumstances of your complaint including the local office, and senior management and leadership teams involved previously. We will provide our final response within 15 working days of sending our acknowledgment receipt.

Jake Matthews, Director of Facilities Management, United House, 9 Pembridge Road, London, W11 3JY

Alternatively you can email Jake.matthews@native-residential.com

 

Stage Four

If you are not satisfied with our response, then you have the option to raise this directly with The Building Safety Regulator (BSR) via this link: https://www.gov.uk/guidance/contact-the-building-safety-regulator

 

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