Complaints Procedure

Native Residential aims to provide a high quality of service at all times. If you feel that we haven’t achieved our expected level of service, this procedure will enable you to escalate any issues or concerns that you have been unable to resolve with your local site team.

This procedure has four stages:

Stage One gives our Community Manager the opportunity to review and consider your complaint in full. We will always endeavour to assess the facts fairly, with the aim of finding an amicable solution and resolving your complaint to your satisfaction.

Stage Two gives our leadership team the opportunity to review and consider your complaint in full.

Stage Three gives our executive team the opportunity to review and consider your complaint in full.

Stage Four gives you the opportunity to have your complaint reviewed and considered by an independent redress provider if you are not happy with our final viewpoint.

Stage One

If you have been unable to resolve your complaint with the onsite team, you may escalate the matter in writing to your Community Manager.

We ask that you put your complaint in writing to ensure we have a full understanding of its nature and the reasons for your concerns. Please provide as much detail as possible, including:

• What service we are providing
• Where you consider we have failed to meet expected standards
• What solution you would ideally like to reach

You can write to us at:

Shakirah Moncrieffe
General Manager
Native Residential
Bendix, 2 Bendix Street, Manchester, M4 5EZ

Or email us at:

shakirah.moncrieffe@bendixmcr.co.uk

We will acknowledge receipt of your complaint within 3 working days. We will investigate the circumstances of your complaint, including contacting the local site team, and provide a summary of our findings within 15 working days of sending our acknowledgement.

Stage Two

If you are not satisfied after receiving our response, you have the opportunity to escalate your complaint to Stage Two, where a member of the Native Residential Leadership Team will review it.

You can write to us at:

Bex Hetherington
Head of Operations – North
Native Residential
Waterhouse, 41 Spring Gardens, Manchester, M2 2BG

Or email us at:

bex.hetherington@native-communities.com

We will acknowledge receipt of your escalated complaint within 3 working days. We will investigate the circumstances of your complaint, including contacting the local site team and Community Manager involved previously. We will provide a summary of our findings within 15 working days of sending our acknowledgement.

Stage Three

If you are still not satisfied after receiving our response, you have the opportunity to escalate your complaint to Stage Three, where a member of the Native Residential Executive Team will review it.

We will acknowledge receipt of your escalated complaint within 3 working days. We will investigate the circumstances of your complaint, including contacting the local office and the senior management and leadership teams involved previously. We will provide our final response within 15 working days of sending our acknowledgement.

You can write to us at:

Rajiv Mehta
Director of Operations UK
Native Residential
The Gilbert, 40 Finsbury Square, London, EC2A 1PX

Or email us at:

rajiv.mehta@native-residential.com

Stage Four

If you are still not satisfied after receiving our final viewpoint, or more than 8 weeks have elapsed since your complaint was first made, you have the opportunity to take your complaint to an independent redress provider.

The Property Ombudsman (TPOS) is free to consumers and considers consumer complaints, including residential sales, lettings and property management. It is the approved redress scheme for residential estate agents in the United Kingdom under the Consumers, Estate Agents and Redress Act 2007, and for residential lettings and managing agents under the Enterprise and Regulatory Reform Act 2013.

Referrals must be made within 12 months of our final viewpoint response, including any evidence to support your complaint. Our TPOS registration number is D13506.

The contact details for TPOS are:

The Property Ombudsman
Milford House, 43–55 Milford Street, Salisbury, Wiltshire, SP1 2BP

Telephone: 01722 333306

Email: admin@tpos.co.uk

Website: www.tpos.co.uk

We hope this procedure clearly outlines how to escalate an issue you have been unable to resolve with your local site team, the steps we will follow when we receive a formal complaint and the options available to you if you are unhappy with our findings.