Legal
Complaints
If something has gone wrong, we want to know so we can put it right.
How to complain
You can complain by email to steven@thecliftonestate.co.uk or in writing to our registered office. You do not need to use the word “complaint”. A family member, friend or advocate can complain on your behalf with your consent, and we will help you put your complaint in writing if you would like us to.
If your complaint is about something urgent and unsafe at a home we manage, for example a gas leak, no heating or hot water, or a security problem, put “URGENT” in the subject line so we can deal with the problem first.
What happens next
| Stage | What we do | When |
|---|---|---|
| Early resolution | If we can put it right straight away, we will. | Within 2 working days |
| Stage 1 | We acknowledge your complaint in writing, investigate and send you a full written response. | Acknowledge within 5 working days; respond within 10 working days of acknowledging |
| Stage 2 | If you are not satisfied, someone not involved at Stage 1 reviews your complaint afresh and sends our final response. | Acknowledge within 5 working days; respond within 20 working days |
If we need more time we will tell you why and give you a new date. Making a complaint will never affect the service you receive from us.
If you are still unhappy
Our final response will explain any independent body you can refer your complaint to. Depending on the subject, this may be a housing or property ombudsman or redress scheme, your local council, or the Information Commissioner’s Office for data protection matters.