Around Town Flats Commendations, Recommendations and Complaints Procedures
Commendations – if you are happy with the service you have received
Recommendations – if you have suggestions about how we can improve
Complaints – if you are not satisfied with the service you have received
Around Town Flats is interested in your views about how we delivered our services.
How well do you think our services met your needs? Did we take the time to understand your requests? Was our response all it could have been? Were we polite, professional, and efficient?
If you wish to make a commendation, recommendation or complaint about a service we have delivered or the way in which it was delivered, we set out our procedures below.
Our complaints procedure procedure has two stages:
Stage One
You can write to or phone any of the members of staff or their manager about your dissatisfaction. You should do this within one month of the action that gave rise to your complaint. They will seek to reach an amicable resolution with you in a collaborative, co-operative spirit.
Stage Two
If such a resolution is not possible and you feel your complaint has not been satisfactorily resolved, write to the General Manager of Around Town Flats with full details of your complaint.
The General Manager will acknowledge your complaint within ten days.
A senior member of staff will investigate the complaint and prepare a written report within 28 days. The investigation will include the opportunity for you to explain the circumstances of your complaint.
The General Manager will consider the report and write to you with his/her conclusions and any proposed course of action.
The principles on which our complaints procedure is based are:
- Open access to the procedure;
- Informal resolution of complaints where possible;
- Positive action on the part of Around Town Flats in response to justified complaints.
- Impartial review of all complaints.
