SFM aims to provide a quality service to our residents at all times. However, we do accept that we do not get everything right first time. We endeavour to resolve all complaints made in the shortest possible timeframe and strive to use these to improve our service to our residents. All complaints will be handled in a professional, courteous and confidential manner and we aim to resolve all complaints to the satisfaction of all parties.
The process
Almost all complaints can be dealt with at site level. Please ensure you speak with a member of your Accommodation Team in the first instance. All complaints received at Head Office will be redirected to site level in the first instance. Complaints will be investigated fully which may include seeking clarification from external contractors. You should expect a confirmation of receipt email within 24 hours and a full response within 7 working days.
If you do not feel that this resolves the issue, you may escalate to the Senior Operations Team by filling in our online form below. Please include an outline of the issue and the date reported to the Site Accommodation Team. A member of the Senior Operations Team will investigate the complaint with input from all parties and email confirmation of receipt within 48 hours and a full response within 10 working days.
If you still do not feel that your complaint has been treated fairly, you can request a review by a Complaints Panel. You must include reasons why you believe your complaint has not been fairly treated. The panel will review the case and respond in writing within 10 working days. The decision of the panel is final and there is no right of appeal.
ANUK
As a member of the ANUK National Code, if your complaint deals with a breach of the National Code or you are still unhappy with the decision, the complaint can be forwarded to the National Codes Administrator – Unipol Homes. The complaint should be made in writing to:
National Codes Administrator
155-157 Woodhouse Lane
Leeds
LS2 3ED
or by email to NationalCodes@unipol.org.uk
ADR
If you are still unhappy with a decision from a complaint, you can contact The Dispute Service Ltd. They are an independent body providing alternative dispute resolution. Any complaint can be issued online at www.thedisputeservice.com
If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.
The Property Ombudsman
admin@tpos.co.uk
01722 333 306
Make a Complaint – The Property Ombudsman (tpos.co.uk)
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaint procedure, before being submitted for an independent review
Please see our terms and conditions for full details of our offers and promotions.
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