Customer Complaints Policy – Residents

Introduction

To deal with dissatisfied residents we aim to resolve issues before they escalate to formal complaints and clarify issues residents are unsure about. We encourage residents to raise concerns and try and resolve at the point of delivery. Residents can contact us with concerns through telephone, social media, informal feedback to operatives/supervisors, feedback during post-inspections.

If we receive negative feedback, we analyse the cause of issues and steps taken to ensure timely resolution include training, toolbox talks, communicating amended processes required to stop formal complaints to delivery teams, providing information to residents alleviate concerns, discussing the effectiveness of our steps taken to resolve with residents and amending as required, updating processes etc. For example, if concerns are raised regarding protection of property, we would conduct toolbox talks reminding teams to use dustsheets and take all steps necessary to protect homes.

Complaints procedure

When working with a client, we will adhere to the complaints policy of our clients and all staff will receive training on this policy. Our complaints policy, from receipt through to resident satisfaction, is detailed below:

Stage 1:

• Acknowledge concern with written response within 5 working days detailing how we will deal with the complaint
• Conduct investigation, resolving concerns and providing written responses within 10 working days, informing residents if and why it will take longer
• Produce reports detailing conclusions

Stage 2:

• Complaints can be escalated for review by our Managing Director if unresolved at stage 1 (stage 1 resolutions detail how to appeal)
• Full written response within 20 working days

 Stage 3

• We will cooperate with any Ombudsman referrals and investigations

On average we resolve complaints within 5 days.

Information on our complaints process will be found in pre-works correspondence to residents. We will publicise a telephone number that residents can contact for information on complaints. We compile and store all complaints. We aim to learn lessons from complaints and identify areas for improvement, initiating training/process revision to avoid recurring issues. Residents will be offered satisfaction surveys upon completion. To manage and maintain satisfaction, data is analysed by our management team to ensure improvement. Where required we implement corrective actions to improve satisfaction such as training, toolbox talks or increased supervision on-site.

Complaints Handling Procedure – Clients (RICS Regulated Business)

As a regulated RICS (Royal Institute of Chartered Surveyors) firm, we have in place a Complaints Handling Procedure (CHP), which meets the regulatory requirements.

Our CHP has two stages. Stage one of the CHP gives our firm the opportunity to review and consider your complaint in full. Our firm will try to resolve your complaint to your satisfaction. If you are not happy with our response, you will have the opportunity to take your complaint to stage two. Stage two gives you, the client, the opportunity to have your complaint reviewed and considered by an independent redress provider, approved by RICS.

Stage One

If you have spoken to us about your complaint, please put the details of your complaint in writing. We ask that you put your complaint in writing to make sure that we have a full understanding of the reasons for your complaint. Please send your written complaint to:

Victoria Potter

Cyd Innovation, Greenfield Business Centre, Holywell, CH8 7GR

01352 748876

info@cydinnovation.com

www.cydinnovation.com

We will consider your complaint as quickly as possible and will acknowledge receipt of your complaint within 7 days. If we are not able to give you a full response, we will update you within 28 days.

If deemed necessary, we request that you allow the surveyor to re-inspect the property before any work is performed by you or any contractor. Failure to provide reasonable time to allow access to will invalidate any claim against Cyd Innovation. (Emergency work regarding health and safety risks may be carried out, but our firm/surveyor must be notified and allowed reasonable time to witness works).

Stage Two

If we are unable to agree on how to resolve your complaint then you have the opportunity to take your complaint to an independent redress provider, as approved by RICS Regulatory Board. We have chosen to the following two redress providers:

For Consumer Clients:                                                                             For Business-to-Business clients:

Centre for Effective Dispute Resolution (CEDR)                                     CEDR Solve

70 Fleet Street, London, EC4Y 1EU                                                       The International Dispute Resolution Centre

020 7536 6000                                                                                        70 Fleet Street, London, EC4Y 1EU

info@cedr.com                                                                                        020 7536 6000

www.cedr.com                                                                                         info@cedr.com

Updated 26/07/2024