Complaints Procedure

At all times Plumlife seeks to provide a personal, friendly and efficient service to all its residents. Although we endeavour to respond quickly, sympathetically and without discrimination to residents' requests and queries, you may at some stage feel the need to complain about some aspect of Plumlife's work. Plumlife has an official complaints procedure which you can follow in cases such as these.

Stage 1 - initial complaint

Firstly, please contact the member of staff with whom you have regular contact. Many problems can be resolved in an informal way through individual members of staff dealing with complaints in a sympathetic and positive manner.

Stage 2 - formal complaint

If not satisfied with the outcome of the initial complaint, a resident may make a formal complaint in writing to Plumlife. Acknowledgement of the complaint will be made within seven days. The complaint will be passed to the relevant senior manager who will consider it and formally reply to the complainant within 14 days. All formal complaints are recorded and brought to the attention of the Board of Management. Most complaints will normally be resolved at this stage.

Stage 3

Plumlife would hope that all complaints by now will have been dealt with fully. In the unlikely event that you are still not satisfied with the response, you should make a written complaint to either:

The Independent Housing Ombudsman
Norman House
105-109 Strand
London WC2R 0AA

Your local Citizens' Advice Bureau
Your local Councillor at the Town Hall
Your local MP at the House of Commons

Stage 4 - Compensation

In certain circumstances, and at the discretion of the Board of Management, financial compensation may be awarded. However, this would only be considered if a service provided by Plumlife had failed.