ComplaintsWe make every effort to provide good service. However, it is possible that there are things with which you are not satisfied - for example, about the maintenance or repair work, or about the way in which our staff communicated with you. We want to know if you have any complaints, so that we can work with you to resolve them.You can pass on complaints verbally or in writing. With each report, we will try to find a solution with you within five working days. You should first report your complaint to the caretaker. If you are still not satisfied with how the complaint is handled, you then have two options. You can still submit a written complaint to the Head of Housing at Idealis, or you can contact the arbitration board. With the first option, Idealis will re-consider your complaint and notify you within 10 days of its final decision. If you approach the arbitration board, the handling time will be considerably longer. The arbitration board primarily tests the way in which Idealis deals with or fails to deal with complaints. Depending on the type of complaint, please see below to find the best way of tackling this. Technical complaints Complaints about fellow tenants Complaints about Idealis |