T3 Residential

Complaints

We are committed to providing a high standard of service to all our residents. If something goes wrong, we want to hear from you and will do our best to put it right quickly and fairly.

Our complaints process is simple and transparent. We operate a two-stage procedure:

Stage 1: We will acknowledge your complaint within 5 working days and aim to provide a full response within 10 working days.
Stage 2: If you’re not satisfied, you can request a review. We will respond within 20 working days.

How to make a complaint

Dale Meredith

Chair - Independent Director

Dale has been an Executive Director of Development in top 10 RP’s for over 30 years, responsible for mixed tenure development programmes in excess of 1,000 homes p.a.

As well as building new homes and refurbishing older buildings he initiated a substantial programme of Local Authority stock transfers to rebuild ageing housing estates, a complex process involving extensive tenant involvement. He set up one of the first RP in-house development companies to reinvest profits into new affordable homes.

His NED roles have included boards/committees of other RPs and government advisory bodies and he was the elected chair of the g15 Development Group for 20 years. He played a major role in setting up T3 and securing its registration as an FPRP in 2022.

Joy Chen

Senior Legal Director at Oxford Properties

Joy is a Senior Legal Director who supports the Oxford Properties European business. Joy’s experience covers a wide variety of corporate real estate transactions including joint ventures, acquisitions and disposals of interests in real estate companies and other transactions.

She spent over 10 years in private practice at leading US and international law firms where her clients included private equity firms, pension funds, sovereign wealth funds and real estate companies, among others. Joy has also had in-house experience having done a secondment to PSP providing legal support to the PSP deal teams across various private & real asset classes across a number of investments in the UK, Europe, Asia and Australia.

Nick Sissling
Alternate Director at Oxford Properties Group

Julia Moulder

Director at JM Development Consulting Ltd

Julia is an experienced Development and Governance professional, with over 20 years' experience as a Housing Association Executive Director and NED. She chaired the G15 Development Group for four years, to 2017, and her career spans public, private and registered provider organisations. She has served as a board member of not-for-profit and for-profit providers, including as Trustee, NED and Chair of the Development Committee at Dolphin Square Charitable Foundation and Dolphin Living, and as NED at Get Living.

Julia founded JM Development Consulting in 2018, delivering consultancy to local authorities, RPs and contractors. As a Savills Associate, her work has included establishing and regulating a local authority housing company (including as interim MD), regulatory verification, governance and risk advice to an ALMO, and development project audits.

Rafael Torres Villalba

Senior Director at APG Asset Management

Rafael Torres Villalba is a Director at APG Asset Management, responsible for European residential real estate investments on behalf of ABP, one of the world's largest pension funds.

He has more than 20 years of experience in real estate investment, governance and portfolio management across Europe and Asia, with expertise spanning listed and private markets. Rafael is a strong advocate of responsible investment, with significant experience in ESG integration, affordability and sustainable housing.

He serves on the boards of Get Living plc, Vivenio SOCIMI and Wellder SOCIMI, supporting strategic oversight, governance and long-term stakeholder value creation.

Christian Woodhead

Chief Commercial Officer at Lifeways

Chris joined the Board of T3 in 2023 and is currently Chief Commercial Officer at Lifeways, the UK’s largest provider of supported living for working-age adults with support needs. Chris has over twenty-five years’ executive and non-executive experience in the housing, local government and social care sectors.

In roles encompassing a wide variety of themes, from commissioning and neighbourhood management to development and community regeneration, Chris has served for-profit and not-for-profit organisations, including social care providers, local authorities, charities and housing associations.

Chris is passionate about providing safe, affordable, high-quality homes that enable people to live in their communities, especially those who face barriers to social inclusion.

Mathieu Elshout

Senior Portfolio Manager Property

Mathieu joined the Aware Super UK office in July 2024 as Head of European Property and has been appointed as Head of International since. He is a seasoned investment director and board member with over 20 years’ experience in direct and indirect real estate across all sectors. Previously, he was Head of Sustainability & Impact Investing at PATRIZIA, leading the firm’s ESG integration, Net Zero Carbon Strategy and growth of impact investing assets. Before, as Senior Director at PGGM, he delivered over €2 billion of investments across the UK and Europe, including a major Build to Rent partnership with Legal & General.

Mathieu is also a recognised leader in sustainable real estate, having strengthened ESG and climate-risk performance across large institutional portfolios.

T3 Residential Homes at Elephant Quarter

Managing Your Home

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T3 Residential

Our Policies

Aids and Adaptations Policy

Allocations and Lettings Policy

Anti-Money Laundering Policy

Compensation Policy

Complaints Policy

Damp & Mould Policy

Data Protection Policy

Decant Policy

Equality, Diversity, and Inclusion Policy

Eviction Policy

Financial Policy

Health & Safety Policy

Neighbourhoods and Estate Management Policy

New Homes Policy

Repairs and Maintenance Policy

Resident Engagement Policy

Safeguarding Adults Policy

Safeguarding Children and Young People Policy

Service Charge Setting Policy

Tenancy and Tenure Policy

Transfer and Mutual Exchange Policy

Void Management Policy