020 8692 4960 - enquiries@aeelkins.co.uk
After Image 1

We deal with all complaints in a timely, professional and curteous manner. This is all done in accordance with our complaints procedure. If you have a Complaint, or indeed a Compliment, please use our Contact Form on our home page to let us know about this.

Our Project Manager, or dedicated Resident Liaison Officer on housing projects, will take full responsibility for the complaint until resolution.

All complaints are logged on our Head Office Central Complaint Register and are dealt with promptly. All complaints are recorded using a Customer Complaint Form. A letter of acknowledgement for the complaint will be sent within 3 working days of us receiving the complaint.

Our Project Manager, or dedicated Resident Liaison Officer on housing projects, will interview all persons connected with the complaint. All available information about the incident will be sent to our HSEQ department. If the complaint can be resolved quickly, then the appropriate remedial action will be taken in the timescale agreed and the works signed off by the Complainee.

If a resolution cannot be agreed, then the report will be passed to our HSEQ Manager. They will then carry out a detailed investigation of the complaint. In these instances the HSEQ Manager will recommned the best course of action. If required he will escalet to the Managin Director to seek instruction and direction.

We are always striving to improve our practices.

Should you have any ideas on ways we can improve our services please use the contact form on our website.