Feedback

Our aim is to maintain excellent standards of service, meeting and exceeding our customers’ expectations. We welcome all forms of feedback that help us to improve wherever possible.

Please see below for the Complaints, Comments and Compliments Policies for those living in our retirement villages and for our other customers.

COMPLAINTS, COMMENTS AND COMPLIMENTS POLICY FOR PROPERTY OWNERS AND OCCUPIERS

Enterprise Retirement Living (ERL), the community operator, welcomes Owners’ and Occupiers’ views and will use them to improve our services. The purpose of this policy is to provide a framework for dealing with complaints, comments and compliments. It explains our processes and our obligations to our Owners and Occupiers and the role of independent resolution organisations (see Referral to Independent Organisations below).

ERL aims to provide excellent services to all our Owners and Occupiers, but occasionally things may go wrong. Complaints help us to put things right and make sure the same mistake does not happen again.

Our complaints policy aims to ensure that Owners and Occupiers:

Know where and how to complain and have easy access to our complaints system.
Receive an acknowledgement and information on the progress of their complaint.
Receive an appropriate response with prompt and adequate action when we have failed to provide a satisfactory service.

We aim to respond to Owner and Occupier feedback in a consistent and professional manner and use complaints to shape our services by providing regular reports about the complaints we receive.

A complaint is: an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual or group of individuals.

A service request is: a request from an Owner or Occupier to the landlord requiring action to be taken to put something right.

A comment is: any other feedback that is not a complaint, service request or compliment.

A compliment is: defined as an Owner or Occupier statement of positive recognition or praise for a service or individual. Where appropriate, managers may acknowledge compliments.

We will not treat an Owner or Occupier who makes a complaint any differently.

MAKING A COMPLAINT

Owners or Occupiers can make a complaint in any way they choose, including by letter, email, telephone or in person. When a complaint is made verbally, we will note down the details and ask the complainant to confirm that the note is correct. It will then be treated as a Stage 1 complaint.

Anonymous complaints or comments will be considered if they relate to a vulnerable person or someone at immediate risk.

STAGE 1 COMPLAINTS

A formal Stage 1 complaint will be logged and acknowledged within 2 working days. This will include an explanation of the complaints process and the timescale for dealing with the complaint.

Stage 1 complaints will be investigated by the General Manager. Where the complaint names a member of staff, they will be informed of the complaint and given the opportunity to comment but will not be responsible for providing the response to the complainant.

Stage 1 complaints will be investigated, and a response will be sent to the complainant within 10 working days. Where an email address has been provided, an email response will be sent unless a paper copy has been requested. Occasionally, it will not be possible to conclude an investigation and respond within 10 working days. In these circumstances, the General Manager will inform the complainant of the reasons for the delay and agree a new expected response date. Performance against the 10-working day target will be reported on a regular basis.

STAGE 2 COMPLAINTS

If an Owner or Occupier tells the General Manager that they are not satisfied with the Stage 1 response, the General Manager will escalate the complaint for the Owner or Occupier to ERL. The Owner or Occupier may provide further information to inform the referral at this stage but will not be required to do so.

ERL will liaise with the General Manager, if appropriate, and Stage 2 investigations will usually be completed within a further 10 working days. Occasionally it may not be possible to conclude an investigation and respond within this timescale. In these circumstances, ERL will inform the complainant of the reasons for the delay and agree a new expected response date. Performance against the 10-working day target will be reported on a regular basis.

In line with our commitments under the ARCO Consumer Code, a final decision in writing will be provided at the latest within 56 days, unless a later deadline with the Owner or Occupier has previously been agreed. Any time taken by the complainant considering how to respond to Stage 1 and/or Stage 2 responses is not included in the 56 days, such that the period will be extended to take account of any delays caused for this reason.

A log of all complaints and responses will be maintained by the village’s management team, who will report to ERL on their results and implementation.

REFERRAL TO INDEPENDENT ORGANISATIONS

In the event that an Owner or Occupier is still not satisfied that we have resolved their complaint after receiving our final decision at Stage 2, or we fail to provide that decision by the relevant deadline, depending on the nature of the complaint, they can refer it to:

the National House-Building Council (NHBC)[1] (for after-sales complaints relating to construction matters covered by the Buildmark warranty scheme);
the alternative home warranty provider (for after-sales complaints relating to construction matters for properties not covered by the NHBC)[2];
if applicable, the Consumer Code Independent Dispute Resolution Scheme[3] (for alleged breaches of the Consumer Code Scheme, which covers after-sales issues for a period of two years from the date of the home warranty insurance certificate);
the Property Redress Scheme (PRS)[4] of which ERL is a member (for immediate after-sales and ongoing occupancy of an ERL retirement property);
The Property Ombudsman (TPO)[5] (for complaints under the ARCO Consumer Code. As an ‘ARCO Approved Operator’, we seek at all times to comply with the ARCO Consumer Code (see www.arcouk.org). ARCO itself does not have a complaint handling function but has nominated The Property Ombudsman as its Alternative Dispute Resolution (ADR) provider).
Residential Property First-tier Tribunal (for certain complaints in relation to rents and leasehold management. We will provide contact details for the relevant office where a complaint appears to fall within the remit of the Tribunal);
independent legal or other professional advisers (for complaints of any nature, if appropriate).

We will co-operate fully with any of the above organisations and advisers, and intermediaries or representatives of the complainant, as necessary.

We will comply with any resulting decision by the independent organisations above, which will be binding on us.

EQUALITY ISSUES IN MAKING A COMPLAINT

We will make all reasonable efforts to ensure that Owners or Occupiers with particular needs, such as physical or sensory impairment or learning disabilities, and Owners or Occupiers who are less familiar with English, have full access to the complaints process. Correspondence and other written information may be provided in large print and, in some circumstances, we will offer face-to-face support or advocacy to those who may need help in making their complaint. ERL encourages Owners and Occupiers to seek support from friends, family, and other representatives.

MAKING A COMPLAINT ON BEHALF OF SOMEONE ELSE

For reasons of confidentiality, ERL will only accept complaints from a representative under certain circumstances:

where we are certain that the Owner or Occupier has consented, either verbally or in writing; or
where the Owner or Occupier cannot complain unaided and cannot give consent because they lack capacity within the meaning of the Mental Capacity Act 2005 and the representative is acting in the Owner’s or Occupier’s best interests.

LEGAL RIGHTS

The complaints procedure outlined in this document does not affect the normal legal rights of Owners or Occupiers.

CONFIDENTIALITY

ERL respects the privacy of information supplied through the complaints process and we use it to improve our services and resolve complaints.

If a formal complaint is made against a member of staff, they will be given the opportunity to comment.

ERL provides some services in partnership with other organisations and it may be necessary to share information with our partners to resolve the complaint.

COMPLAINTS ABOUT SERVICES PROVIDED BY CONTRACTORS

Where services are contracted out by the developer or managing agent, Stage 1 complaints will be the responsibility of the General Manager and the contractor involved. Stage 2 complaints will be dealt with by ERL.

COMPLAINTS PERFORMANCE – MONITORING AND REPORTING

The management team will record the following information with regard to complaints:

The number of complaints.
The issues complained about.
The name and apartment number of the Owner or Occupier complainant (unless anonymous).
The length of time taken to respond to the complainant, compared with the timescale set out in the policy.
Whether the complaint was upheld.

MONTHLY

On a monthly basis, the management team will submit the following data to ERL:

The total number of complaints at each stage.
The number of complaints responded to within the appropriate time at each stage within the month.
The issues that were the subject of complaints at each stage.
The number of complaints upheld.

ANNUALLY

On an annual basis, the management team will survey the complaints received to understand their content and identify any issues or improvement that can be made. An annual report will be submitted to the Owners’ and Occupiers’ Forum and ERL:

Analysis of monthly and annual trends in the number, subject and level of complaints.
Analysis of the percentage of complaints responded to within the appropriate timescale and the average time taken to respond.
Evidence of action taken by the management team and contractors to learn from complaints received and trends in those complaints.

[1] The NHBC can be contacted at NHBC House, Davy Avenue, Knowlhill, Milton Keynes, MK5 8FP (Tel: 0800 035 6422; Website: www.nhbc.co.uk where there is an online contact form).

[2] The contact details for the appropriate alternative home warranty provider, if applicable, can be obtained from the Village General Manager or ERL’s head office: Scutches Barn, 17 High Street, Whittlesford, Cambridge, CB22 4LT (Tel: 01223 835995; Email: info@erl.uk.com; Website: www.erl.uk.com).

[3] The Consumer Code Secretariat can be contacted at Westgate House, Royland Road, Loughborough, Leicestershire, LE11 2EH (Email: secretariat@consumercode.co.uk; Website: www.consumercode.co.uk). Please note that the Consumer Code only applies if the home warranty has been provided by the NHBC or other organisation which subscribes to the scheme.

[4] The PRS can be contacted at Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH (Tel: 0330 321 9418; Email: info@theprs.co.uk; Website: www.therprs.co.uk).

[5] The Property Ombudsman can be contacted at: Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP. Tel: 01722 333306. Email: admin@tpos.co.uk. Web: www.tpos.co.uk

COMPLAINTS, COMMENTS AND COMPLIMENTS POLICY FOR CUSTOMERS

Enterprise Retirement Living (ERL), the community operator, welcomes customers’ views and will use them to improve our services. The purpose of this policy is to provide a framework for dealing with complaints, comments and compliments. It explains our processes and our obligations to our customers and the role of independent resolution organisations (see Referral to Independent Organisations below).

ERL aims to provide excellent services to all our customers, but occasionally things may go wrong. Complaints help us to put things right and make sure the same mistake does not happen again.

Our complaints policy aims to ensure that customers:

Know where and how to complain and have easy access to our complaints system.
Receive an acknowledgement and information on the progress of their complaint.
Receive an appropriate response with prompt and adequate action when we have failed to provide a satisfactory service.

We aim to respond to customer feedback in a consistent and professional manner and use complaints to shape our services by providing regular reports about the complaints we receive.

A service request is: a request from a customer to the landlord requiring action to be taken to put something right.

A comment is: any other feedback that is not a complaint, service request or compliment.

A compliment is: defined as a customer statement of positive recognition or praise for a service or individual. Where appropriate, managers may acknowledge compliments.

We will not treat a customer who makes a complaint any differently.

MAKING A COMPLAINT

Customers can make a complaint in any way they choose, including by letter, email, telephone or in person. When a complaint is made verbally, we will note down the details and ask the complainant to confirm that the note is correct. It will then be treated as a Stage 1 complaint.

Anonymous complaints or comments will be considered if they relate to a vulnerable person or someone at immediate risk.

STAGE 1 COMPLAINTS

In the event that customers have a complaint of any nature at any time up to completion of the sale/tenancy and moving into an ERL property, they should contact us through our Aftersales Department by email to aftersales@erl.uk.com, or at our head office at the address given in footnote 2 on page 3 of this document.

Any complaint will be passed to the appropriate person within ERL and acknowledged in writing by email within two working days or by letter sent in the next (working) day’s post following receipt of the complaint, depending on the contact details given. Please note, however, that we cannot be responsible for any emails or letters that are delayed or not delivered, and customers should, therefore, contact us again if acknowledgement is not received within a reasonable time.

Following acknowledgement of a complaint, we may telephone the customer(s), if a contact number is available and if considered beneficial, to discuss the issue informally. In any event, we will provide an initial response, in writing, within ten working days of acknowledgement of the complaint.

STAGE 2 COMPLAINTS

If customers tell us that they are not satisfied with this initial response, the complaint will be escalated internally, and the outcome of that review will be notified to customers within a further ten working days. Customers may provide further information to inform the referral at this stage but will not be required to do so.

In line with our commitments under the ARCO Consumer Code, a final decision in writing will be provided within 56 calendar days of receipt of the complaint, unless we have previously agreed a later deadline with customer. Please note, however, that the 56 calendar days do not include any time taken by customers considering earlier responses, such that the period will be extended to take account of any delays caused for this reason.

A log of all complaints and responses will be maintained by the village’s management team, who will report to ERL on their results and implementation.

REFERRAL TO INDEPENDENT ORGANISATIONS

We will endeavour to resolve any complaint to all parties’ mutual satisfaction as amicably as possible, thereby avoiding often expensive formal action. If, however, a complaint remains unresolved when all informal efforts have been exhausted and customers tell us that they are not satisfied with our final response, customers may refer the issue to the appropriate organisation below. Customers are not required to write to us again to pursue the complaint through one of these escalation procedures.

The National House-Building Council (NHBC)^[1] (for after-sales complaints relating to construction matters covered by the Buildmark warranty scheme).
The alternative home warranty provider (for after-sales complaints relating to construction matters for properties not covered by the NHBC)[2]
If applicable, the Consumer Code Independent Dispute Resolution Scheme^[3] – for alleged breaches of the Consumer Code Scheme, which covers pre-purchase information, the sales process, and after-sales (customers who have purchased a new or pre-owned property only).
The Property Redress Scheme^[4] – for the sales process, immediate after-sales and ongoing occupancy of one of our retirement properties.
The Property Ombudsman (TPO)[5] (for complaints under the ARCO Consumer Code. As an ‘ARCO Approved Operator’, we seek at all times to comply with the ARCO Consumer Code (see www.arcouk.org). ARCO itself does not have a complaint handling function but has nominated The Property Ombudsman as its Alternative Dispute Resolution (ADR) provider).
Independent legal or other professional advisers – for complaints of any nature, if appropriate.

If complaints are referred to an external organisation as above, the procedure will follow that of the relevant organisation(s).

We will co-operate fully with any of the above organisations and advisers, and intermediaries or representatives of the complainant, as necessary.

We will comply with any resulting decision by the independent organisations above, which will be binding on us.

Following completion of the sale/tenancy and moving into one of our retirement properties, customers should follow the complaints procedure for their community, which is administered by the onsite General Manager. The Complaints, Comments and Compliments Policy for Owners and Occupiers is available from Reception in our Villages and via the feedback link in our website footer.

Our Complaints, Comments and Compliments Policies do not affect the normal legal rights of customers.

EQUALITY ISSUES IN MAKING A COMPLAINT

We will make all reasonable efforts to ensure that customers with particular needs, such as physical or sensory impairment or learning disabilities, and customers who are less familiar with English, have full access to the complaints process. Correspondence and other written information may be provided in large print and, in some circumstances, we will offer face-to-face support or advocacy to those who may need help in making their complaint. ERL encourages customers to seek support from friends, family, and other representatives.

MAKING A COMPLAINT ON BEHALF OF SOMEONE ELSE

For reasons of confidentiality, ERL will only accept complaints from a representative under certain circumstances:

where we are certain that the customer has consented, either verbally or in writing; or
where the customer cannot complain unaided and cannot give consent because they lack capacity within the meaning of the Mental Capacity Act 2005 and the representative is acting in the customer’s best interests.

CONFIDENTIALITY

ERL respects the privacy of information supplied through the complaints process and we use it to improve our services and resolve complaints.

If a formal complaint is made against a member of staff, they will be given the opportunity to comment.

ERL provides some services in partnership with other organisations and it may be necessary to share information with our partners to resolve the complaint.

COMPLAINTS ABOUT SERVICES PROVIDED BY CONTRACTORS

COMPLAINTS PERFORMANCE – MONITORING AND REPORTING

The management team will record the following information with regard to complaints:

The number of complaints.
The issues complained about.
The name of the complainant (unless anonymous).
The length of time taken to respond to the complainant, compared with the timescale set out in the policy.
Whether the complaint was upheld.

MONTHLY

On a monthly basis, the management team will submit the following data to ERL:

The total number of complaints at each stage.
The number of complaints responded to within the appropriate time at each stage within the month.
The issues that were the subject of complaints at each stage.
The number of complaints upheld.

ANNUALLY

Analysis of monthly and annual trends in the number, subject and level of complaints.
Analysis of the percentage of complaints responded to within the appropriate timescale and the average time taken to respond.
Evidence of action taken by the management team and contractors to learn from complaints received and trends in those complaints.

[1] The NHBC can be contacted at NHBC House, Davy Avenue, Knowlhill, Milton Keynes, MK5 8FP (Tel: 0800 035 6422; Website: www.nhbc.co.uk where there is an online contact form).

[2] The contact details for the appropriate alternative home warranty provider, if applicable, can be obtained from the Village General Manager or ERL’s head office: Scutches Barn, 17 High Street, Whittlesford, Cambridge, CB22 4LT (Tel: 01223 494099; Email: info@erl.uk.com; Website: www.erl.uk.com).

[3] The Consumer Code Secretariat can be contacted at Westgate House, Royland Road, Loughborough, Leicestershire, LE11 2EH (Email: secretariat@consumercode.co.uk; Website: consumercode.co.uk). Please note that the Consumer Code only applies if the home warranty has been provided by the NHBC or another organisation which subscribes to the scheme.

[4] The PRS can be contacted at Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH (Tel: 0330 321 9418; Email: info@theprs.co.uk; Website: therprs.co.uk).

[5] The Property Ombudsman can be contacted at: Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP (Tel: 01722 333306; Email: admin@tpos.co.uk; Website: www.tpos.co.uk).