Complaints procedure

Native Residential aims to provide a high quality of service at all times. If it is felt that we haven’t achieved our expected level of service, this procedure will enable you to escalate issues or concerns that you have been unable to resolve with your local site team. This procedure has four stages;

Stage one gives our Community Manager the opportunity to review and consider your complaint in full. We will always endeavour to assess the facts fairly and our goal is to find an amicable solution to enable us to resolve your complaint, to your satisfaction.

Stage two gives the opportunity for our leadership team to review and consider your complaint in full.

Stage three gives the opportunity for our executive team to review and consider your complaint in full.

Stage four gives you the opportunity to have your complaint reviewed and considered by an independent redress provider if you are not happy with our final viewpoint.

STAGE ONE

If you have been unable to resolve your complaint with the onsite team, you may escalate the matter in writing to your Community Manager. We ask that you put your complaint in writing to ensure we have a full understanding of the nature of, and reasons for, your complaint. Please provide as much detail as possible including:

what service we are providing
where you consider we have failed to meet expected standards
what solution you would ideally like to reach

You can write to us at:

James Bell, Community Manager, Corkfield, 296 Pershore Road, Birmingham, B5 7SH

E: James-Bell@native-residential.com

We will acknowledge receipt of your complaint within 3 working days. We will investigate the circumstances of your complaint, including contacting the local site team, and we will provide a summary of our findings within 15 working days of sending our acknowledgement receipt.

STAGE TWO

If you are not satisfied after having received our response, you have the opportunity to take your complaint to stage two, where a member of the Native Residential Leadership Team will review your complaint.

We will acknowledge receipt of your escalated complaint within 3 working days. We will investigate the circumstances of your complaint, including contacting the local site team and Community Manager involved previously. We will provide a summary of our findings within 15 working days of sending our acknowledgment receipt.

Bex Hetherington Rothwell, Head of Operations North, 111 Piccadilly, Manchester, M1 2HY

E: bex.hetherington@native-residential.com

STAGE THREE

We will acknowledge receipt of your escalated complaint within 3 working days. We will investigate the circumstances of your complaint including the local office, and senior management and leadership teams involved previously. We will provide our final response within 15 working days of sending our acknowledgment receipt.

Rajiv Mehta, Director of Operations UK, United House, 9 Pembridge Road, London, W11 3JY

E: rajiv.mehta@native-residential.com

STAGE FOUR

If you are still not satisfied when you have received our final viewpoint, or more than 8 weeks has elapsed since your complaint was first made, you have the opportunity to take your complaint to an independent redress provider.

The Property Ombudsman (TPOS), is free to consumers and will consider all consumer complaints including residential sales, lettings and property management. It is the approved redress scheme for residential estate agents in the United Kingdom under the Consumers, Estate Agents and Redress Act 2007, and for residential lettings/managing agents under the Enterprise and Regulatory Reform Act 2013. Referrals must be made within 12 months of the our final viewpoint response including any evidence to support your complaint. Our TPOS registration number is D13506.

The contact details for TPOS are:

The Property Ombudsman, Milford House, 43-55 Milford Street Salisbury, Wiltshire SP1 2BP

T: 01722 333306

E: admin@tpos.co.uk

W: www.tpos.co.uk

We hope this procedure clearly outlines how to escalate an issue you have been unable to resolve with your local site team, the steps we will follow when we receive a formal complaint and the options open to you if you are unhappy with our findings.

OPERATIONAL COMPLAINTS POLICY

Stage One

If you have been unable to resolve your complaint with the onsite team, you may escalate the matter in writing to your General/Community Manager. We ask that you put your complaint in writing to ensure we have a full understanding of the nature of, and reasons for, your complaint.

Please provide as much detail as possible including: What service we are providing Where you consider we have failed to meet expected standards What solution you would ideally like to reach

You can write to us at;

James Bell

General Manager

Corkfield

296 Pershore Road,

Birmingham,

B5 7SH

Alternatively you can email james-bell@nativeresidential.com We will acknowledge receipt of your complaint within 3 working days. We will investigate the circumstances of your complaint, including contacting the local site team, and we will provide a summary of our findings within 15 working days of sending our acknowledgement receipt.

Stage two

We will acknowledge receipt of your escalated complaint within 3 working days. We will investigate the circumstances of your complaint, including contacting the local site team and Community Manager

involved previously. We will provide a summary of our findings within 15 working days of sending our acknowledgment receipt.

Leo Glass

Head of Operations South

Native Residential

United House

9 Pembridge Road,

London

W11 3JY

Alternatively you can email leo.glass@nativeresidential.com

Stage Three

if you are still not satisfied upon receiving our response, you have the opportunity to take your complaint to Stage 3, where a member of the Native Residential Executive team will review your complaint. We will acknowledge receipt of your escalated complaint within 3 working days. We will investigate the circumstances of your complaint including the local office, and senior management and leadership teams involved previously. We will provide our final response within 15 working days of sending our acknowledgment receipt.

Rajiv Mehta, Director of

Operations UK, United House,

9 Pembridge Road, London, W11 3JY

Alternatively you can email Rajiv.mehta@nativeresidential.com

Stage Four

The Property Ombudsman (TPOS), is free to consumers and will consider all consumer complaints including residential sales, lettings and property management.

It is the approved redress scheme for residential estate agents in the United Kingdom under the Consumers, Estate Agents and Redress Act 2007, and for residential lettings/managing agents under the Enterprise and Regulatory Reform Act 2013.

Referrals must be made within 12 months of our final viewpoint response including any evidence to support your complaint. Our TPOS registration number is D13506. The contact details for TPOS are:

The Property Ombudsman,

Milford House, 43–55 Milford

Street Salisbury, Wiltshire SP1

2BP

T: 01722 333306

E: admin@tpos.co.uk

W: www.tpos.co.uk

BUILDING SAFETY COMPLAINT POLICY

We have created a separate complaints policy for where building safety is concerned, to ensure it is dealt with by the appropriate personnel.

A building safety complaint can be in relation to;

Failure of any fire or life safety systems within your building

The spread or potential spread of fire within your building

Your ability to evacuate safely in an emergency Structural failure of a building

With regard to the above, a complaint can also be in relation to;

Any communication concerning the above issues

Any responses concerning the above issues

Ongoing management of any of the above areas

In relation to Building Safety, Native is an accountable person for your building. We represent the building owner, the principle accountable person (‘PAP’) and we operate a complaints procedure for them.

We inform them of all valid building safety complaints that reach stage 3, however if you would like details of who the PAP at your building, you can find those details here – https://re g ister-hi g h-rise-buildin g .hse.g ov.uk/public-re g ister/search

The post code for your building is – B5 7SH

Stage one

Please provide as much detail as possible including:

What service we are providing Where you consider we have failed to meet expected standards

What solution you would ideally like to reach

You can write to us at;

Alex Moore

Corkfield

296 Pershore Road, Birmingham,

B5 7SH

Alternatively you can email alex.moore@corkfield.co.uk

Stage two

If you are not satisfied after having received our response, you have the opportunity to take your complaint to stage two, where a member of the central Health & Safety Team will review your complaint.

We will acknowledge receipt of your escalated complaint within 3 working days. We will investigate the circumstances of your complaint, including contacting the local site team and General/Community Manager involved previously. We will provide a summary of our findings within 15 working days of sending our acknowledgment receipt.

Health & Safety Team

Native Residential

United House

9 Pembridge Road,

London

W11 3JY

Alternatively you can email healthandsafety@native-residential.com

Stage three

If you are still not satisfied upon receiving our response, you have the opportunity to take your complaint to Stage 3, where a member of the Native Residential Executive team will review your complaint. We will acknowledge receipt of your escalated complaint within 3 working days. We will investigate the circumstances of your complaint including the teams involved previously. We will provide our final response within 15 working days of sending our acknowledgment receipt.

We will confirm that the principle accountable person has been informed.

Jake Matthews, Director of Facilities

Management, United House, 9 Pembridge

Road, London, W11 3JY

Alternatively you can email

Jake.matthews@native-residential.com

Stage four

If you are not satisfied with our response, then you have the option to raise this directly with The Building Safety Regulator (BSR) via this link https://www.gov.uk/guidance/contact-thebuilding-safety-regulator