How we handle complaints.

1. Purpose

Richmond Estates Management Ltd is committed to providing high-quality accommodation and customer service. If something goes wrong, we want to know so we can resolve the issue promptly, fairly and consistently.

This procedure is available to all residents through the Resident Handbook and the Zest Accommodation website.

Residents will not be treated unfairly or suffer any disadvantage for making a complaint in good faith.

2. What You Can Complain About

This procedure applies to complaints relating to:

• The condition of your accommodation
• Repairs and maintenance
• Building facilities
• Health and safety
• Staff conduct
• Noise or anti-social behaviour
• Tenancy or management issues
• Any service provided by Richmond Estates Management Ltd

3. How to Make a Complaint

Stage 1 - Informal Resolution

Most concerns can be resolved quickly without the need for a formal complaint.

Concerns may be raised by:

• Email
• Telephone
• In person

We aim to acknowledge informal concerns within 2 working days and, where possible, resolve them within 5 working days.

Stage 2 - Formal Complaint

If your concern cannot be resolved informally, you may submit a formal complaint by email to:

complaints@richmondestates.co.uk

Please include:

• Your name
• Your room number
• Details of your complaint
• Any supporting information or evidence
• The outcome you are seeking

Within 2 working days of receiving your formal complaint, we will provide you with the name and contact details of the person responsible for managing your complaint. This person will act as your main point of contact throughout the investigation and will keep you informed of progress.

We will:

• Acknowledge your formal complaint within 3 working days.
• Investigate the complaint fairly, impartially and objectively.
• Provide a substantive written response within 10 working days, where possible.

If additional time is required because the complaint is complex or further information is needed, we will explain the reason for the delay, keep you informed of progress and provide an updated timescale. A substantive response will normally be provided within 28 days of the complaint being lodged.

Stage 3 - Review

If you remain dissatisfied with our response, you may request a review within 10 working days of receiving our decision.

Richmond Estates Management Ltd is a small organisation and, in some circumstances, there may not be another member of staff who has not previously been involved in the complaint.

Where this applies:

• The person who is the subject of the complaint will not determine its outcome without first completing a full review of all available evidence.
• The review will ensure that the complaints procedure has been followed correctly.
• All relevant information and evidence has been properly considered.
• The outcome is fair, reasonable and supported by the available evidence.

A final written response will normally be issued within 10 working days.

4. National Code Complaints Process

If you remain dissatisfied after completing our internal complaints procedure, you may refer your complaint to the National Code Complaints Investigator (CCI) where it relates to an alleged breach of the ANUK/Unipol National Code.

You may also refer your complaint to the CCI if 28 days have passed since your complaint was lodged and you have not received a substantive written response from us.

Before contacting the CCI, you should normally have:

• Raised your complaint with Richmond Estates Management Ltd.
• Allowed us the opportunity to investigate and respond.
• Completed our internal complaints procedure, unless 28 days have passed without a substantive response.

Further information about the National Code complaints process is available at:

National Code problems and complaints

Complaints may be submitted to the Code Complaints Investigator (CCI) at:

Submit a National Code complaint online

5. Confidentiality

Complaints will be handled confidentially and sensitively. Information will only be shared with those involved in investigating and resolving the complaint and will be processed in accordance with UK data protection legislation.

Residents may raise complaints in confidence and personal information will only be disclosed where necessary to investigate or resolve the complaint, or where required by law.

6. Learning from Complaints

We maintain a record of all formal complaints and review them regularly to identify trends, improve our services and reduce the likelihood of similar issues occurring in the future.

Where appropriate, complaints may result in changes to procedures, staff training or service improvements.