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Complaints Procedure

Berkeley Living Complaints Procedure


Our Commitment to You

At Berkeley Living, we understand choosing somewhere to live is one of the most important decisions you will make. We are dedicated to delivering exceptional customer service and ensuring that every resident feels valued and supported. We always strive to provide a high standard of service, but if something doesn't go as planned, we want to devote the time to making it right. Your feedback helps us learn, improve, and deliver an even better experience for everyone.

If you have any concern or complaint, please initially contact your on-site management team they will do their best to rectify matters as quickly and appropriately as possible. If further investigation is required, they will explain why and let you know how long it will take. If you're not satisfied with the initial response, you can escalate the matter through our formal complaints procedure below.

How to Make a Complaint

Please put your complaint in writing and include as much detail as possible. If you need assistance, a member of our team will be happy to help you document your concerns.

When contacting us, please provide:

  • Your name and contact details
  • The full address of the property you reside at, including your apartment number
  • Details of the issue or service area you are unhappy with
  • How you would like us to resolve the matter

We strive to resolve any issues as quickly and effectively as possible. However, if after this process the matter has not been dealt with to your satisfaction, and you feel your complaint has not been sufficiently addressed within eight weeks, you may refer it to The Property Ombudsman without waiting for our final response (further details set out below).

You can contact us in the following ways:

  • By Post: FAO Berkeley Living, Berkeley House, 19 Portsmouth Road, Cobham, KT11 1JG

What Happens Next

We will acknowledge your complaint within two working days of receiving it and provide you with a copy of this procedure.

  • Stage 1: Your complaint will be investigated by your General Manager, who will review your profile and speak to the relevant team members. A formal written response will be issued within 10 working days of acknowledging your complaint.
  • Stage 2: If you remain dissatisfied, you may request escalation to the Head of Operations. A formal written response will be issued within 10 working days of the Heads of Operations receiving the escalation and may take up to 8 weeks to resolve the issue fully.
  • Stage 3: In the unlikely event that we have been unable to resolve matters in stage 1 and 2, you can request a final escalation to the Operations Director, who will submit our final viewpoint within 10 working days of this escalation.

At every stage, our teams focus is on listening carefully, responding professionally, and resolving your concerns with care and respect.

If You're Still Unhappy

If you are still not satisfied after our final response, you may contact The Property Ombudsman for an independent review:

The Property Ombudsman Ltd
Milford House, 4355 Milford Street
Salisbury, Wiltshire SP1 2BP
01722 333 306
www.tpos.co.uk

You must submit your complaint within 12 months of receiving our final response and include any supporting evidence. The Property Ombudsman requires that all complaints are first raised through this in-house process.