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Internal procedure for

Complaints Procedure

Internal Complaints Procedure

We always strive to provide the highest level of service. From time to time however, things can go wrong and we are sorry if this is the case. 

Your view is important to us. Not only does it allow us to provide additional support and put things right where needed, but it is this feedback that helps us to improve our service going forwards. 

Below are the steps to our internal complaint procedure.  

Stage One – Initial inquiry

We would encourage that in the first instance you try to resolve the situation with the member of our team you have been dealing with. If, however, you feel further assistance would be beneficial, please request to speak with the Senior member of staff on their team and they will be happy to help. 

If at any point you are unsure of who is the best person to raise your concerns with, please always feel free to email info@liferesidential.co.uk. This will then be brought to the attention of the relevant person to address your concerns.

Stage Two – Team Manager

Should you feel further support is required, please request that the complaint is raised to the employee’s line manager. You will then be introduced to one of our Team Managers who will investigate further and propose a clear plan of action to help address your concerns.

Stage Three – Head of Department

If you are still unsatisfied with the resolution you may refer it to the Head of Department. 

We request that you send a written summary of your complaint to this individual within 30 days of the complaint being raised. Please refer to the staff list on our website or request the details from the Manager you have been liaising with. 

Stage Four – Head of Property

If you remain dissatisfied with any aspect of our handling of your complaint, then please write to the Head of Property at the following address:

FAO: Jay Letham
LiFE Residential
FC200 Building
2 Lakeside Drive, Park Royal
NW10 7FQ

The Head of Property will acknowledge your complaint within 3 working days of receipt and will investigate the issues raised. He will undertake a review of your complaint, including how it’s been handled to date, which may include further investigations into the background of your concerns.

The Head of Property will put his recommendations in writing within 10 working days from receipt of your letter.

Stage Five – The Property Ombudsman

LiFE Residential is a member of The Property Ombudsman (TPO) scheme. Should you remain dissatisfied with the outcome of your complaint having received a Final Viewpoint letter from the Head of Property, you may approach the TPO. For further information, please visit www.tpos.co.uk.

Please note that if you do wish to contact the TPO, you must do so within 12 months of the date of the Head of Property’s final viewpoint letter. It is also important to note that The Property Ombudsman service will usually not consider your complaint unless our internal complaint handling procedure has been followed.