Complaints Policy

Customer Complaint Procedure

Affinity Living are committed to providing a professional service to all our clients and customers.  When something goes wrong, we need you to tell us about it.  This will help us to maintain our high standards of service.

In the first instance we would ask you to contact the reception team within the building in person or by email to see if they can assist. 

If you then feel you still have a complaint, please put it in writing, including as much detail as possible.  We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

For customers of Affinity Living Riverside and Riverview, complaints should be addressed as follows:

 

For the attention of the Operations Manager

Address:

Affinity Living Riverside
32 Quay Street, Salford, M3 5FZ
Email: [email protected]  

Affinity Living Riverview
29 New Bailey Street, Salford, M3 5GN
Email: [email protected]

What will happen next?
  1. We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.  This will include the contact details of the manager dealing with your complaint.
  2. We will then investigate your complaint. This will normally be dealt with by the Operations Manager who will review your complaint and speak to the member(s) of staff who dealt with you. We will always endeavour to reply in a timely manner, but depending on the nature of the complaint this can take some time.  A formal written outcome of our investigation will be sent to you within 14 working days of sending the acknowledgement letter.
  3. We will always aim to resolve any complaints in a fair and positive manner and hope that you are satisfied with the outcome. However, we appreciate in certain situations you may not receive the outcome you were hoping for, however, this will not mean that we haven’t dealt with the complaint correctly. If after raising your complaint you are dissatisfied with the outcome of the process, if you believe we have failed to follow our own procedures or if you believe a reasonable amount of time has passed with no resolution then you may be able to escalate your complaint to an independent body. Each will have their own criteria for complaints that will be accepted.
  4. We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
  5. Complaints regarding the following will not be considered under this process:
    • If you are asking us for a service for the first time e.g. repairs, we ask you to give us a chance to put things right and resolve the issue for you.
    • A complaint that has already been fully investigated through the above complaint’s procedure.
    • Anonymous complaints.
    • A complaint about the anti-social behaviour of another resident.
    • A request to be released early from your licence agreement.
    • An issue that is currently or has been dealt with by another authority, such as an Ombudsman or tribunal and/or court.

  1. If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.
 

The Property Ombudsman
Milford House, 43-55 Milford Street
Salisbury, Wiltshire, SP1 2BP
[email protected] 

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaint procedure, before being submitted for an independent review.

 

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