How we manage your feedback
We want you to be happy with the services you receive and we want to know when we get things right. We want to improve on what we do by building on our successes and learning from our mistakes by:
• Listening to your feedback, good or bad
• Dealing with complaints efficiently and effectively
• Keeping you up to date with progress
• Being honest and open about the process
We will ensure that the most urgent consideration is given to complaints relating to harassment and discrimination. If we fail to deliver on our promises, you may want to make a complaint, this process tells you how to do it.
We have two initial stages to our formal complaints process, set out in our
Stage 1 - Local Investigation
We have a team of Customer Service Co-ordinators to handle your complaint. If you want to make a direct complaint;
• Write to us: Customer Services Team at the address in the footer.
• Use the form below: please include which building you live in
• Email us at: hello@populoliving.co.uk
• Phone us on: 0207 112 8901
If you can't do this yourself, you can ask a friend or relative to help you. We will always try to resolve your complaint on the day we receive it. If we need time to look into it, we will acknowledge that we have received your complaint within three working days. We will aim to provide you with a full response within ten working days. If we can't get back to you within that time, we will explain why and tell you how long it will take.
Stage 2 - Escalated to a Senior Manager
If you feel your complaint has not been handled correctly you can ask to progress to Stage 2. Depending on the nature of your complaint and your tenancy/agreement with Populo Living, we will determine the next stage and inform you of this. This will usually be by a Senior Management review. If necessary we will advise you when it is appropriate to contact a designated panel or person, the an ombudsman service or a First-Tier Tribunal (FTT). The Stage 2 Complaint will be reviewed by a Senior Manager. They will undertake a thorough and detailed investigation to ensure your complaint has been handled in a fair and appropriate manner and a written response will be provided within 20 working days.
The Property Ombudsman and the Housing Ombudsman
We genuinely hope that all concerns can be settled amicably between us. However, if you remain dissatisfied you may seek redress through the Property Ombudsman for private rental tenants or the Housing Ombudsman for affordable tenants. They provide a free, independent service for dealing with unresolved disputes. Further details are available in the Populo Living Group Complaints Policy including how to contact them.