Complaints
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.
COMPLAINTS PROCEDURE
STAGE 1: Your Complaint
On any matter where you feel ila has not acted promptly or efficiently, please raise the issue by telephone, email or letter with your ila Community Manager directly. Please include as much detail as possible, including dates, names of any members of staff you dealt with, and enclosing/attaching any supporting evidence where you are able. If you do not wish your complaint to be handled by the Community Manager, please send it via email to hello@ilivearound.com
STAGE 2: Our Acknowledgement
Complaints raised by telephone 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.
Receipt of a written complaint will be acknowledged in writing within 3 working days.
STAGE 3: Our Investigation
An investigation will be undertaken, and our formal written response will be sent to you within 15 working days of receiving your complaint. 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.
STAGE 4: Our Final Investigation
If you remain unhappy, please let the person dealing with your complaint know by email or letter. Your subsequent complaint will be investigated and reviewed again by the Community 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 Community Manager as part of this process should you wish. In the unlikely event that you remain dissatisfied with the Community Manager’s review, please inform them immediately and your complaint will be escalated and reviewed by the Operations Director who will respond with a final review within a further 10 working days.
STAGE 5: The Property Ombudsman
Ila is a member of The Property Ombudsman (TPO) Scheme for Residential Leasehold Management which is a free and impartial ombudsman scheme that resolves disputes between consumers and agents. It is approved and authorised by the Ministry of Housing, Communities and Local Government; the National Trading Standards Estate and Letting Agency Team; the Chartered Trading Standards Institute and the Ombudsman Association.
If you remain dissatisfied after our final viewpoint letter, you may refer your complaint to them at the address below:
The Property Ombudsman Limited, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP.
W: www.tpos.co.uk Tel: 01722 333306 E: admin@tpos.co.uk
NB You must have previously complained directly to us before taking your complaint to The Property Ombudsman. There may be a time limit on making an application to The Property Ombudsman service, 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.