Our aim is to ensure we meet our safety obligations and keep you informed about building safety here at East Village. We take complaints very seriously. If you make a complaint, we will deal with the matter courteously and promptly so that it is resolved as quickly as possible.

We have an effective complaints system in place to ensure responding to any comments, observations, concerns or complaints take place within a strict timetable. Complaints should be submitted in writing at our reception, via or website or by email ([email protected]).

We will respond with an acknowledgement, via your preferred method of communication, to all complaints within 5 working days (Monday-Friday). If we are unable to rectify the complaint within this time frame we will advise on the potential time frame for a response unless there is an urgent issue.

All residents should feel confident they will be listened to and responded to without fear of discrimination or recrimination. We aim to ensure that any complainant is treated sensitively.

In situations where a resident may lack confidence to express their views, or require help to do so, they can be supported by a third party of their choosing. All residents’ complaints are fully documented and investigated and are dealt with fairly.

At EVML we view complaints as an opportunity to improve our service delivery and to learn lessons that will help us make changes with the intention of avoiding a repetition of any similar complaint.

To help us learn lessons from complaints, we track and analyse all our complaints to identify trends that will help us improve our service and communication.

If you are unhappy with the outcome of a complaint, we will review your original response and consider if there are further concerns that need addressing.

The PAP may consult your landlord and work with you to reach an outcome where all are satisfied.

An issue relating to structural failure and spread of fire (building safety risks) or the performance of the PAP can be referred to the BSR with the complainant’s consent, only when:
• an agreement cannot be reached,
• there is no satisfactory outcome after a final response is given,
• the complainant is not satisfied with the outcome

If you are not happy with our response and remain concerned about the safety of the structure of the building or the current fire safety measures, you have the right to complain to the Building Safety Regulator.