Feedback & complaints

We always aim to deliver a professional service across our neighbourhoods. Your feedback, both positive and negative, is highly valued as it helps us to better understand and meet your needs.

We welcome the opportunity to resolve any issues you may have if you feel that our level of service has not met these standards, and our Complaints Procedure below provides guidance on taking your concerns further.

STAGE 1:
On any matter where you feel Get Living London has not acted promptly or efficiently, please raise the issue by telephone, email or letter with your main point of contact with Get Living London. This is normally your Property Consultant or Relationship Manager. Upon receipt of this formal notification the relevant person will come back to you within 24 hours, acknowledging the complaint and advising what action is being taken and how long a resolution might take.

STAGE 2:
If the actions we have taken have not resolved the situation to your satisfaction, please let us know by email or letter. Your complaint will be reviewed again by a senior member of staff and we undertake to respond with the results of the review within 3 working days.

STAGE 3:
If you remain dissatisfied with our response, please complete the complaint form accessible via the residents’ portal www.myeastvillage.co.uk or the Get Living London website www.getlivinglondon.com and forward to:- issues@getlivinglondon.com 
Your complaint will then be reviewed by The Executive Committee and you will be given the opportunity, prior to that review to meet and discuss your concerns with a member of the Committee if you wish. Following that meeting you will receive our final response letter. We would aim to complete Stage 3 within 28 days of receipt of the original complaint in line with the standards set by RICS.

STAGE 4:
If you feel that you would like to take your complaint further, Get Living London, is a member of the Ombudsman Services and you are entitled to take your case to them for final adjudication. Alternatively, we are also members of the Association of Residential Lettings Agents (ARLA) and you are also entitled to take your case to Propertymark for final adjudication.

Ombudsman contact details are: Phone: 0330 440 1634. Website: www.ombudsman-services.org

Propertymark contact details are: Phone: Regulation Department 0844 3870555. Website: www.propertymark.co.uk/complaints

 

Submit a complaint

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