Operational Complaint Policy
Native Residential aims to provide a high quality of service at all times. If it is felt that we haven’t achieved our expected level of service, this procedure will enable you to escalate issues or concerns that you have been unable to resolve with your local site team. This procedure has four stages;
Stage one gives our General Manager the opportunity to review and consider your complaint in full. We will always endeavour to assess the facts fairly and our goal is to find an amicable solution to enable us to resolve your complaint, to your satisfaction.
Stage two gives the opportunity for our leadership team to review and consider your complaint in full.
Stage three gives the opportunity for our executive team 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 General Manager. We ask that you put your complaint in writing to ensure we have a full understanding of the nature of, and reasons for, your complaint. 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:
Bex Hetherington Rothwell, General Manager, Kampus Management Suite, 44 Aytoun Street, Manchester, M1 3GL
E: bex.hetherington@native-residential.com
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 we will provide a summary of our findings within 15 working days of sending our acknowledgement receipt.
STAGE TWO
If you are not satisfied after having received our response, you have the opportunity to take your complaint to stage two, where a member of the Native Residential Leadership Team will review your complaint.
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 acknowledgment receipt.
Dougie Orton-Wade, Head of Operations North, United House, 9 Pembridge Road, London, W11 3JY
E: dougie.orton-wade@native-residential.com
STAGE THREE
If you are still not satisfied upon receiving our response, you have the opportunity to take your complaint to Stage 3, where a member of the Native Residential Executive team will review your complaint.
We will acknowledge receipt of your escalated complaint within 3 working days. We will investigate the circumstances of your complaint including the local office, and senior management and leadership teams involved previously. We will provide our final response within 15 working days of sending our acknowledgment receipt.
Rajiv Mehta, Director of Operations UK, United House, 9 Pembridge Road, London, W11 3JY
E: rajiv.mehta@native-residential.com
STAGE FOUR
If you are still not satisfied when you have received our final viewpoint, or more than 8 weeks has 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 will consider all 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/managing agents under the Enterprise and Regulatory Reform Act 2013. Referrals must be made within 12 months of the 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
T: 01722 333306
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 open to you if you are unhappy with our findings.
Building Safety Complaint Policy
Native Residential aims to provide a high quality of service at all times.
If it is felt that we haven’t achieved our expected level of service, this procedure will enable you to escalate issues or concerns that you have been unable to resolve with your local site team. This procedure has four stages;
Stage one gives our General/Community Manager the opportunity to review and consider your complaint in full. We will always endeavour to assess the facts fairly and our goal is to find an amicable solution to enable us to resolve your complaint, to your satisfaction.
Stage two gives the opportunity for our leadership team to review and consider your complaint in full.
Stage three gives the opportunity for our executive team 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 General Manager. We ask that you put your complaint in writing to ensure we have a full understanding of the nature of, and reasons for, your complaint.
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:
Bex Hetherington Rothwell, General Manager, Kampus Management Suite, 44 Aytoun Street, Manchester, M1 3GL
Alternatively you can email bex.hetherington@native-residential.com
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 we will provide a summary of our findings within 15 working days of sending our acknowledgement receipt.
Stage Two
If you are not satisfied after having received our response, you have the opportunity to take your complaint to stage two, where a member of the central Health & Safety Team will review your complaint.
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 General/Community Manager involved previously. We will provide a summary of our findings within 15 working days of sending our acknowledgment receipt.
Health & Safety Team
Native Residential
United House
9 Pembridge Road,
London
W11 3JY
Alternatively you can email
healthandsafety@native-residential.com
Stage Three
If you are still not satisfied upon receiving our response, you have the opportunity to take your complaint to Stage 3, where a member of the Native Residential Executive team will review your complaint.
We will acknowledge receipt of your escalated complaint within 3 working days. We will investigate the circumstances of your complaint including the local office, and senior management and leadership teams involved previously. We will provide our final response within 15 working days of sending our acknowledgment receipt.
Jake Matthews, Head of Facilities Management, United House, 9 Pembridge Road, London, W11 3JY
Alternatively you can email
Jake.matthews@native-residential.com
Stage Four
At the time of writing (Jan 2024) the Building Safety Regulator’s (BSR) complaint policy over covers high-rise residential and higher-risk buildings in design and construction only.
The do have a general question and answer service which is available here: https://www.contact-building-safety-regulator.service.gov.uk/
They will require your name, contact details (email/phone number) and your address and concerns. You will be issued with a reference number and at the time of writing the response time is up to 21 working days.
Whilst the BSR is establishing this service you have the option to also use the Property Ombudsman, listed below.
If you are still not satisfied when you have received our final viewpoint, or more than 8 weeks has 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 will consider all 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/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
T: 01722 333306
E: admin@tpos.co.uk
W: www.tpos.co.uk
Service Charge Complaint Policy
Native Residential aims to provide a high quality of service at all times.
If it is felt that we haven’t achieved our expected level of service, this procedure will enable you to escalate issues or concerns that you have been unable to resolve with your local site team. This procedure has four stages;
Stage one gives our General Manager the opportunity to review and consider your complaint in full. We will always endeavour to assess the facts fairly and our goal is to find an amicable solution to enable us to resolve your complaint, to your satisfaction.
Stage two gives the opportunity for our leadership team to review and consider your complaint in full.
Stage three gives the opportunity for our executive team 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 General Manager. We ask that you put your complaint in writing to ensure we have a full understanding of the nature of, and reasons for, your complaint.
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;
Bex Hetherington Rothwell, General Manager, Kampus Management Suite, 44 Aytoun Street, Manchester, M1 3GL
Alternatively you can email bex.hetherington@native-residential.com
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 we will provide a summary of our findings within 15 working days of sending our acknowledgement receipt.
Stage Two
If you are not satisfied after having received our response, you have the opportunity to take your complaint to stage two, where a member of the Native Residential Leadership Team will review your complaint.
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 General/Community Manager involved previously. We will provide a summary of our findings within 15 working days of sending our acknowledgment receipt.
Jack Pinkney
Native Residential
United House
9 Pembridge Road,
London
W11 3JY
Alternatively you can email Jack.pinkney@native-residential.com
Stage Three
If you are still not satisfied upon receiving our response, you have the opportunity to take your complaint to Stage 3, where a member of the Native Residential Executive team will review your complaint.
We will acknowledge receipt of your escalated complaint within 3 working days. We will investigate the circumstances of your complaint including the local office, and senior management and leadership teams involved previously. We will provide our final response within 15 working days of sending our acknowledgment receipt.
Rajiv Mehta, Director of Operations UK, Native Residential, United House, 9 Pembridge Road, London, W11 3JY
Alternatively you can email