Complaints & Praise

We are committed to using complaints to review and improve the services we provide and help shape our business for the future.

A complaint is “An expression of dissatisfaction about the standard of service, actions or lack of actions by the Group or its staff which affects an individual or group of customers” – so this might be things like:

  • We did not act within our published policies or practices
  • The attitude or behaviour of our employees
  • We failed to provide a service that we had agreed to provide
  • We did not meet the service standards that we said we would

When you make a complaint or express dissatisfaction we will aim to sort it out at the first point of contact and informally.

However, if this action does not resolve the complaint, a formal complaint will be logged and fully investigated. There are some things we cannot deal with through our complaints process, these include:

  • Complaints about things that we have no control over
  • The first time you request a service
  • Issues that are in court or have already been heard by a court or tribunal
  • Insurance claims that would be normally covered by an insurance policy
  • Reports of incidents of anti-social behaviour (these will be dealt with under our ASB policies)
  • Complaints about things that happened more than 6 months ago

If you make a formal complaint we have a clear procedure to follow and we want to ensure that you know what to expect and how long you might have to wait for a response as sometimes these things can take time to investigate properly.

- For Parkway Green (PG website)

- For Willow Park (WP website)

- If You Are Not A Tenant