We aim to deliver a professional service across our locations to all our residents, applying high standards of courtesy, efficiency, reliability and property expertise to all our work. We continually strive to improve by consulting with our residents; your feedback, both positive and negative, helps us to understand and meet your needs.
We welcome the opportunity to resolve any issues you may have if you feel that our level of service has not met these standards, and our Complaints Procedure provides guidance on taking your concerns further.
On any matter where you feel Get Living has not acted promptly or efficiently, please raise the issue by telephone, email or letter with either a Get Living Senior Relationship Manager or Head of Performance Manager who has not been directly involved with the issue.
Telephone complaints will be responded to by telephone within 1 working day when the matter will be acknowledged and hopefully resolved during the conversation. If this is not the case and you are unsatisfied with the outcome of the discussion, you will be asked to put your complaint in writing to us.
Written complaints should be made by completing the Complaints Form. Receipt of the form will be acknowledged in writing within 3 working days, an investigation undertaken and the outcome of the investigation sent to you within 15 working days of receipt. In exceptional cases, where the timescale needs to be extended beyond this limit, you will be kept fully informed and an explanation provided. The whole process (from the point your first written complaint is made to the final response from us) will take no longer than 8 weeks.
If the actions we have taken have not resolved the situation to your satisfaction, please let the person dealing with your complaint know by email or letter. Your complaint will then be escalated and reviewed again by the General Manager who will respond with the results of this review within a further 5 working days. You will be given the opportunity to meet with the General Manager as part of this process should you wish. In the unlikely event that you remain dissatisfied with the General Manager’s review, please inform him or her immediately and your complaint will then be escalated and reviewed by the Director of Neighbourhoods who will review and respond with a final review within a further 10 working days.
If you remain dissatisfied after our final review, you may escalate your complaint to The Property Ombudsman (TPO) which is a Government approved independent redress scheme. The scheme’s contact details are as follows:
The Property Ombudsman Limited, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
Get Living are also members of ARLA Propertymark and you are entitled to make a complaint to them at:
ARLA Propertymark, Arbon House, 6 Tournament Court, Edgehill Drive, Warwick, CV34 6LG
NB There may be a time limit on making an application to The Property Ombudsman Service or ARLA Propertymark so please ensure you are aware of their procedures at the earliest opportunity. Please note that nothing in this Complaints Procedure affects your statutory rights as a resident.