3. Who can make a complaint?
3.1. We welcome feedback from anyone who receives our services. Anyone can make a complaint about the services they receive or failure of those services; i.e. customer, neighbour. However, you can only escalate your complaint to the second stage if you have a legal relationship with us (i.e. shared owner).
3.2. You can make a complaint within six months of the issue happening. We may accept older complaints at the discretion of the manager responsible for the service. For example, when a customer has been unaware of the failure until it had a detrimental impact, or a customer was unable to make a complaint within 6 months due to ill health.
3.3. We will not accept as a compliant a matter that is subject to legal proceedings or which has already been considered under the complaints policy.
3.4. We treat multiple complaints by the same party as a single complaint.
3.5. We’re unable to accept complaints if your behaviour is unreasonable, i.e., you:
- Threaten, verbally abuse or attack our staff members
- Are rude or offensive to our staff
- Make approaches to several members of staff at the same time about the same issue after we have agreed a single point of contact.
3.6. Where we not to accept a complaint, we will provide an explanation of our decision.
3.7. Heylo reserves the right to close a complaint if the conduct of the customer does not respect fair and reasonable treatment of agents or staff. This decision will be made by a member of the Senior Management Team, in consultation with the Chief Executive Officer (CEO). in consultation with Landlords and their agents.