Complaints Policy (UK)
Please Note: The following information applies to customers in the United Kingdom. For our Republic of Ireland Complaints Policy, please see here.
Our Commitment
aparto is dedicated to providing excellent service at all times. However, we recognise that there may be occasions when we do not meet expectations on the first attempt. Therefore, we adopt a positive and constructive approach to complaints and regularly review our services and accommodations to ensure they align with the standards our customers expect.
This policy outlines a clear and simple process for any resident who wishes to make a complaint. We will always endeavour to resolve complaints in the shortest possible timeframe, in a professional manner, and with the aim of reaching a satisfactory conclusion.
How to make a Complaint
We encourage you to first raise any issue in person at your building's reception. Our local teams are trained to resolve most matters at this first point of contact. If this is not possible, or you wish to make a formal complaint, it will be dealt with in accordance with the process below. All formal complaints should be made in writing to your site's team to ensure it is logged correctly.
Complaints Process
We operate a three-stage process to ensure all complaints are handled consistently and fairly.
Stage One: Local Resolution
Please make your initial complaint to the reception team. We will acknowledge receipt of your complaint and will endeavour to resolve the issue and respond to you within 48 hours.
Stage Two: Management Investigation
If the issue cannot be resolved at Stage One, your complaint will be escalated to the site General Manager for a formal investigation. The Manager will conduct a thorough review of the issue.
During this investigation, we will assess the nature of your complaint, giving special consideration and priority to any issues or concerns relating to building safety. In particular, fire safety management at aparto sites, which is of paramount importance to us, in alignment with the property residential engagement strategy, we will ensure our residents will be heard.
We will provide a formal written response within 7 working days. If the investigation is complex and requires more time, we will inform you of the delay, explain the reasons, and provide an expected date for the complete response.
Stage Three: Senior Management Review
If you are not satisfied with the outcome of Stage Two, you can request a final review by escalating your complaint to our senior management team. Please state in writing why you believe the previous decision was unfair.
Your complaint will be investigated by a City Manager or Director, who will provide aparto’s final written response within 7 working days. This decision is final, and there is no further right of appeal within aparto.
Record Keeping & Prioritisation
All formal complaints are logged and tracked. In line with regulatory requirements, specific records related to building safety complaints are securely retained for a minimum of 7 years.
If You Remain Unsatisfied: External Escalation
If you have completed our internal complaints process and are still not satisfied with the outcome, you have the right to refer your complaint to an independent body.
ANUK/National Code
If a complaint is deemed to be a breach of the ANUK code and the tenant, or tenant’s representatives, are still unhappy with the outcome having exhausted our process, the complaint can be referred to National Codes Administrator or The Property Redress Scheme. The complaint must be made in writing and must be submitted within six months after the end of the tenancy. Your complaint can be sent by email to NationalCodes@unipol.org.uk
Property Redress Scheme (PRS):
For most general complaints about our services as a property provider, you can contact the PRS for an independent review.
Website: https://www.theprs.co.uk/
Email: info@theprs.co.uk
