1. Operational Complaint Policy
Dockside Limited Partnership 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 Leasing 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 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 General 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:
FAO: Rachel Virtue
Email: living@dockside-leith.co.uk
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 Communities 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 involved previously. We will provide a summary of our findings within 15 working days of sending our acknowledgment receipt.
You can write to us at:
Contact: Bex Hetherington, Head of Operations – Native Communities
Email: bex.hetherington@native-communities.com
Stage Three
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.
You may apply to the First-tier Tribunal for Scotland (Housing & Property Chamber) if we have breached the Scottish Letting Agent Code of Practice and you remain dissatisfied once the above stages have been exhausted, or if we do not process your complaint within a reasonable timescale. You can contact the Housing & Property Chamber at:
Glasgow Tribunals Centre
20 York Street
1 Atlantic Quay
Glasgow
G2 8GT
0141 3025900
https://www.housingandpropertychamber.scot
Native Communities is registered with the Scottish Letting Agent Register (registration number LARN2505002 and is required to adhere to the Scottish Letting Agent Code of Practice which can be found at http://www.legislation.gov.uk/ssi/2016/133/schedule/made.
In accordance with the code we will retain (in electronic or paper form) all correspondence about a complaint for five years.
2. Building Safety Complaint Policy
Dockside Limited Partnership is committed to maintaining the highest standards of building safety. This procedure outlines the steps you can take to escalate any unresolved safety concerns, ensuring they are addressed appropriately if you have been unable to reach a resolution with the site team. This procedure has four stages;
Stage one gives our General 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 Native Communities Leadership Team to review and consider your complaint in full.
Stage three gives the opportunity for Native Communities 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 General 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:
Contact: Siobhan Stewart
Email: living@dockside-leith.co.uk
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 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 Communities, United House, 9 Pembridge Road, London, W11 3JY
Alternatively, you can email healthandsafety@native-communites.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 Communities 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.
Jake Matthews, Director of Facilities Management, Native Communities, United House, 9 Pembridge Road, London, W11 3JY
Alternatively, you can email Jake.matthews@native-communities.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 the local authority.
Depending on the nature of your complaint the contact information varies, as a general point of contact you can email customer.care@edinburgh.gov.uk
Specific contact information can be found and reports made on the local authorities’ website https://www.edinburgh.gov.uk/
They will require your name, contact details (email/phone number), your address and to share your concerns. At the time of writing the response time is up to 21 working days.