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Complaints Procedure - Essential Living

Complaints Procedure

For details on our data protection, please see the data protection section on this form. | Issued: 17/17/2019 1 of 2
Essential Living is committed to excellence, openness and fairness. However, we recognise that sometimes things do go wrong
and that, should you need it, there is an official customer complaints procedure to follow.
What good complaint handling means to us
Getting it right – complaints are valued as an opportunity to put things right, ensuring that lessons are learnt and that staff are
empowered to act decisively to resolve complaints.
Being customer focused – taking complaints seriously, having clear and simple procedures, ensuring complaint handling
arrangements are easily accessible, avoiding unnecessary delays and communicating in a way that is easy to understand.
Focus on the outcomes – identify and implement any improvements highlighted as part of the complaint investigation.
Stage 1: Make your complaint
Complaints should be made by emailing Please provide as much detail as possible, so
that we can address your complaint effectively. We will aim to resolve your issue within two weeks of receipt of your email.
Stage 2: Escalate your complaint
If you fail to get a satisfactory resolution, you may then escalate your complaint by emailing Essential Living’s Senior Property
Manager, Steve Moore, who can be reached at We will then aim to resolve your issue within a
further two weeks from receipt of your escalation.
Stage 3: Escalate your complaint further
After that two-week period had passed, if you still feel that you haven’t had a satisfactory resolution then you may escalate
your complaint further by emailing Essential Living’s Head of Operations, Ian Merrick, who can be reached at Please allow a further two weeks for us to resolve your issue.
Stage 4: Contact your designated person
If it’s been six weeks since your initial complaint and you still feel as though you haven’t had a satisfactory resolution, then you are
now entitled to contact a ‘designated person’; namely, an MP, a local councilor or tenant panel. Designated persons are there to
help to resolve disputes between tenants and landlords. They can do this in whatever way they think is most likely to work.
Stage 5: Contact the Housing Ombudsman
If your designated person cannot help resolve the issue then you are entitled to contact the Housing Ombudsman eight
weeks after first contacting your designated person. The Housing Ombudsman will check whether the case comes within their
jurisdiction and, if it does, they will seek to resolve it either through their early resolution process or by investigation.
Under their early resolution process they will work with you and Essential Living to explore options to resolve your dispute and
reach an agreed solution, which is then reflected in an Ombudsman’s determination.
If the dispute cannot be resolved within two months, or if you or Essential Living do not wish to take part in an early resolution
process, the Housing Ombudsman will investigate the complaint.
More information can be found on the Housing Ombudsman’s website:
For details on our data protection, please see the data protection section on this form. | Issued: 17/17/2019 2 of 2
How we use your data:
We may work with or you may have a direct relationship with our service providers to deliver these services. Your information
may be shared with them in order to help us deliver the service.
Without your data you won’t be able to use these above service or facilities.
We won’t keep this information for longer than is necessary, i.e. up to three months after the day of the event, for the length
of your tenancy or as per the statutory requirements for financial and personal information.
Further information about how we use, share and otherwise process your personal data, and information about your rights can
be found here:
If you have any questions, please contact us at:

Date last modified: Tuesday, February 18, 2020


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