Complaints Procedure
We put customer service and commitment to our residents at the heart of what we do. We strive to get it right, first time, every time. But occasionally, things do not go as planned. If this happens, we’d really like your feedback. Not only does it allow us to explain (and apologise to you), but it also helps us improve our service and our product offering - your home.
Most complaints can be dealt with by our Property Managers that are daily on site with you. They will do their best to resolve the matter quickly, to your satisfaction.
If you think your complaint has not been fully resolved, please do not hesitate to contact our Operations Team at complaints@hamletgardens.co.uk.
Alternatively, you can write to the property manager for your building at the following addresses:
QuadReal Residential Properties UK Limited,
9th Floor, Space House1 Kemble Street,
London,
WC2B 4AN
How to make a complaint
For your complaint to be properly registered please give us the following information:
- Your full name (as it shows on your lease)
- The address you are currently calling home
- Your move in date with us
- Your preferred contact details: email address, phone number or postal address
- Details of the complaint along with the names of any of our staff that you spoke to at the time
If you e-mail us, you will receive an acknowledgement within 72 hours.
If you write to us at our property manager’s address above, we will post you an acknowledgement letter within 3 working days of receipt of your complaint.
Communication & timeline
Due to data protection rules and our own commitment to the confidentiality of personal details we can communicate only with the residents whose name appears in the lease, or their appointed representative upon receipt of written permission from the named resident (by email).
All complaints and claims are logged into our internal database and allocated to one of our Head Office-based team members. They will investigate and subsequently respond to you either by e-mail or letter no later than 10 days after you have received your acknowledgement.
For complex matters which cannot be thoroughly investigated in this timeframe, you will receive an initial notification that investigation is in progress within 10 days, along with an anticipated timeframe for a full response.
Complaints relating to building staff will be dealt with in confidence, and where complaints relate to the staff conduct, the staff will not form part of the complaint investigation or its outcome determination.
Our operations team member will also give you their name and contact details for any follow-up, which may be by telephone, email, a video call or by face-to-face discussion (whichever is your preference).
If you feel your complaint or claim has not been resolved
If after receiving a final response from us, you still feel your complaint is unresolved you may choose to refer your complaint to The Property Ombudsman (TPO) scheme at https://www.tpos.co.uk/ who provide an independent and impartial alternative dispute resolution service.
This service is free to our residents, and we will be bound by the decision they make. You will need to refer your complaint to them within 12 months after you receive our ‘final viewpoint’.
