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 has not acted promptly or efficiently, please raise the issue by telephone, email or letter with your main point of contact within Get Living. This will normally be your 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 escalated and 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 below and forward to Issues@getlivinglondon.com

Your complaint will then be reviewed by the General Manager and you will be given the opportunity, prior to that review to meet and discuss your concerns with the General Manager 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, but will advise you if due to any circumstances, we are unable to meet this deadline.

STAGE 4:
If you feel that you would like to take your complaint further, Get Living, 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

NB There may be a time limit on making an application to the Ombudsman Services or Propertymark so please ensure you are aware of their procedures at the earliest opportunity.  Please note that nothing in this Complaints Procedure affects your statutory rights as a resident.

Submit a complaint

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