Revesby Estate Complaints Policy and Procedure

Our Aim

Revesby Estate is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers, tenants and the public, and in particular by responding positively to complaints, and by putting mistakes right.

Therefore we aim to ensure that:

• making a compliment or complaint is as easy as possible
• we welcome compliments, feedback and suggestions
• we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response
• we deal with it promptly, politely and when appropriate, confidentially
• we respond in the right way – for example, with an explanation or an apology where we have got things wrong, or information on any action taken etc.
• we learn from complaints, use them to improve our service and review annually our complaints policy and procedures

Our Complaints Process

Step 1:

• Person – Complainer
• Action – As a first point of action, populate and email this page to reception@revesbyestate.co.uk
• Time Frames (within) – 2 Days

Step 2

• Person – Revesby Estate
• Action – Acknowledge and respond to the complaints form
• Time Frames (within) – 5 Working Days

Step 3

• Person – Complainer
• Action – Challenges or accepted
• Time Frames (within) – 5 Working Days

Step 4

• Person – Revesby Estate
• Action – Re-evaluates, and makes a final decision
• Time Frames (within) – 5 Working Days