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We encourage all feedback from our homeowners/residents and customers (services, sales and rentals), whether positive or negative, and will review it and use it to promote continuous improvement in our services.
Complaints relating to personal care services should be raised directly with the provider through their own complaints procedure.
To make sure the service we provide meets your expectations, we regularly encourage all homeowners/residents of Castle View to share feedback and raise questions or concerns. If you have any suggestions or opinions on how we could improve, we’d love to hear them. Similarly, if you’re unhappy about any aspect of your new home, please let us know in the first instance.
Our dedicated feedback handling process logs every comment, guarantees a fast personal response and enables us to continually improve and evolve our service. We also provide a structured complaints procedure that provides speedy outcomes to any complaints.
Definitions
We define a ‘complaint’ as ‘an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by us, our staff, or those acting on our behalf, affecting one or more individuals. A complaint is distinct from a ‘service request’, which is a request requiring action to be taken to put something right.
Our Promise to You
Please feel free to speak to any member of staff, including the General Manager, about any concerns you may have. They will note down your complaint and ask you to confirm that we have recorded the details accurately. You can also contact the General Manager by: phone on 01753 336060; email at info@castleviewwindsor.co.uk; or post at Castle View Windsor, Helston Lane, Windsor SL4 5GG.
We will deal with all complaints in a fast, responsive, accessible and user-friendly way.
We will liaise in the same way with anyone formally authorised to act on your behalf.
We will not treat you any differently if you make a complaint.
We will handle your complaint according to the following procedure:
Step One
The General Manager will acknowledge a complaint in writing/by email within 24 hours and provide an initial response in writing/by email within 5 calendar days. If we need any more time to investigate your complaint we will agree a response deadline with you.
Step Two
If you inform the General Manager that you are not satisfied with our first response, we will escalate it to the Chief Executive of LMS Retirement Living Limited (the Parent Company) who will provide a final decision in writing/by email within 10 calendar days of receiving the complaint. Our Chief Executive of LMS Retirement Living Limited may also call or visit you to discuss the matter.
If you inform us that you not satisfied with our response at any stage you will not need to restate your case or explain your reasons, but may do so if you wish. Our escalation procedure simply ensures an independent review.
Complaints under the ARCO Consumer Code
As an ‘ARCO Approved Operator’, we seek at all times to comply with the ARCO Consumer Code (see www.arcouk.org). ARCO itself does not have a complaint handling function but has nominated The Property Ombudsman as its Alternative Dispute Resolution (ADR) provider. Where we are unable to resolve satisfactorily any complaint from you about compliance with the ARCO Consumer Code, you may also refer this to The Property Ombudsman.
You should normally make any referral within 12 months of receiving our final decision, to facilitate the Ombudsman’s investigation.
Please rest assured that we will co-operate fully with The Property Ombudsman during any investigation, and comply fully with The Property Ombudsman’s final decision, which will be binding on us.
Complaints in relation to rents and leasehold management
Certain complaints in relation to rents and leasehold management may also be referred to the Residential Property First-tier Tribunal. We will provide you with contact details for the relevant office where your complaint appears to fall within the remit of the Tribunal.
