Complaints Procedure

It is our aim to provide a professional service to all of our residents and prospective residents throughout the entirety of their journey with us. It is always our intention that our behaviour meets high levels of professionalism when it comes to efficiency, reliability, integrity and expertise. As we continually strive to provide the best experience for our residents we appreciate all forms of feedback – positive and negative.

We welcome the opportunity to resolve any issues that may arise as you interact with us and, to this end we have established a complaints procedure as per the below:

On any matter where you feel that we have not behaved with the efficiency and professionalism that you would expect, please raise this with the relevant Community Manager in either a telephone call, email or letter.

Telephone complaints will be responded to by telephone within 1 working day and ideally during the conversation when the matter will be acknowledged and a resolution hopefully reached. If you are still unhappy with the outcome, you will be asked to put your complaint in writing to us.

Written complaints should be made by emailing your Community Manager. We will acknowledge your complaint within 3 working days, investigate the complaint and provide an initial response within 15 working days. In certain circumstances, it might be necessary to extend the investigation.

In this situation, we will keep you informed throughout the process. From your first written complaint to our final response will take no longer than 8 weeks.

Should you prefer to send us a letter, please send it, addressed to your Community Manager, to our Head Office:

Living by Lendlease, Level 9, 5 Merchant Square, London, W2 1BQ.

From your first written complaint to our final response will take no longer than 8 weeks.

We would hope that all matters are resolved to an acceptable outcome within stage 1 however, we appreciate that in some instances this might not be the case. In this situation, you then have 15 working days to refer your case to Stage 2.

Should you be unhappy with the outcome of Stage 1, please let the person you have been dealing with know by letter or email. Your issue will then be escalated to the Complaints Officer who will acknowledge your escalation within 3 days, review the case and the stages taken to date and provide a full response within 15 working days.

The Complaints Officer will either uphold the original response to your complaint or, provide clear steps as to how they intend to resolve it.

We would hope that following the outcome of Stage 2 all parties will be content that the complaint has been resolved to shared satisfaction however, we appreciate that in some instances this might not be the case.

If, following Stage 1 and Stage 2 you are still not satisfied that your complaint has been appropriately resolved, you are able to submit your complaint to the Property Ombudsman. Please note that you are only able to submit your complaint to the Property Ombudsman once you have followed the steps above and, within 12 months of the end of stage 2.