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Complaints procedure - Essential Living

Complaints procedure

CUSTOMER COMPLAINTS PROCEDURE
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.
MAKING A COMPLAINT
Stage 1: Make your complaint
Complaints should be made by emailing customerservice@essentialliving.co.uk. 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 stevem@essentialliving.co.uk. 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 Operations Director, Ian Merrick, who can be reached at ianm@essentialliving.
co.uk. 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 an MP, a local councillor or tenant panel. These are the three types of ‘designated person’.
Designated persons are there to help to resolve disputes between tenants and their 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: www.housing-ombudsman.org.uk
COMPLAINTS
PROCEDURE
DATA PROTECTION
How we use your data:
We collect the information on this form in order to be enable you to use the building facilities i.e. activity room, gym, drawing
room, dining room, terraces and for providing services such as private hire of the applicable facility, granting a licence for a have
a pet or parking bay, postal delivery or granting access to you apartment when you are not there.
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: essentialliving.co.uk/handbook/.
If you have any questions, please contact us at yourdata@essentialliving.co.uk.

Date last modified: Tuesday, December 18, 2018

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