Despite best efforts, we know that occasionally things can go wrong and we encourage residents to let us know when they do, so that we can take steps to put them right. All complaints we receive will be acknowledged by the Customer Experience Team within two working days. Where possible, this will be by phone, followed up with an acknowledgement letter or your preferred method of contact.
Our staff will then seek to resolve the complaint at the earliest opportunity and will maintain an open dialogue with all parties involved in the matter. It is always useful to receive feedback, so please let us know how you feel your complaint was dealt with.
Not only do complaints help us to put things right for an individual but they also offer us the opportunity to learn where we have gone wrong and to make service improvements as a result. We are keen to share these lessons with residents and provide regular reports of these on our website news section. If you have any questions about our complaints process, please send us a message through your My Rosebery account.