Greystar Complaints Procedure: UK Multifamily

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We make service our top priority by giving our time, knowledge, and experience to serve the needs of our customers and community. We know that residents make our communities, and we strive to do everything we can to ensure you have a great customer experience. We do acknowledge however that there may be a time when you do not feel that you have had the customer experience that you deserve, and it is important that you let us know for us to make this right for you.

We want to make it easy for you to tell us where we went wrong, and we want to resolve your complaint without delay. We take complaints seriously and want to make sure that you are satisfied with how your complaints are handled and resolved.

If you wish to make a complaint and for us to put things right, please refer to the below for guidance.

Step 1: Verbally / Via email or telephone call

We aim to deal with any complaint as swiftly as possible and in the first instance, we recommend you either visit, call or email the site team to raise your concerns and discuss any issues that you may have. A member of the team will be happy to assist you in addressing your complaint and will discuss potential solutions. The Team Member dealing with your complaint will be able to propose a solution and provide a reasonable timeframe in which we aim to resolve your complaint by.

Step 2: Complaint in Writing to Property Manager

If we have been unable to resolve your complaint reasonably, we politely ask that submit your complaint in writing and send either by email or letter to the site address. (Details can be found on the property website or via the onsite team).

Please state in the subject line of your correspondence that this is a Formal Complaint. The Property Manager will then acknowledge receipt of your formal complaint within one business day. We will aim to resolve your complaint within 14 days of acknowledgement, however, if the complaint is complex, this may take a little longer. The manager dealing with your complaint will advise you if the deadline will be extended and keep you updated regularly throughout the process.

We recommend that you provide any supporting documents or evidence within your formal complaint.

Step 3: Complaint Escalation to Regional Operations Manager

If you feel that your we were unable to resolve your complaint to your satisfaction and the outcome from the initial complaint’s response is not what you expect, please advise the manager dealing with your complaint that you wish for the matter to be escalated. The complaint will then be referred to a Regional Operations Manager and you will receive an acknowledgement within one business day. As per the above step, we will aim to provide a resolution within 14 days of acknowledgement of receipt by the Regional Operations Manager and you will receive a viewpoint letter at this stage.

Step 4: Complaint Escalation to Operations Director

If you are dissatisfied with the handling of your complaint at this stage, we can then arrange for a further review to be undertaken by the Operations Director. Please notify the Regional Operations Manager dealing with your escalated complaint, or the Property Manager that you wish for your complaint to be escalated and you will receive acknowledgment within three business days. You will receive a written response within a final viewpoint within 14 days of acknowledgment.

Next steps

Once you have received our final viewpoint letter and if you remain unhappy with the way in which your complaint was handled, (or if 8 weeks have passed since you initially made your complaint and you feel the issues remain unresolved) we recommend that you contact The Property Ombudsman who will conduct a free of charge, impartial independent investigation of your complaint. In the event a case is opened with TPO, you will be required to submit evidence with your complaint.

Please note that there is a 12-month time limit from the point of receiving a Final Viewpoint letter to raise a complaint with the TPO.

For information and guidance on how to open a case with TPO, please visit their website:

https://www.tpos.co.uk/

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