How long does it take to resolve a complaint?

How long it takes to resolve a complaint depends on the nature of the issue and what needs to be investigated.

For simpler complaints, such as a maintenance request that has not been resolved or a straightforward service issue, Scape will usually aim to respond or resolve the matter within 5 to 10 working days.

More complex complaints may take longer. This can happen if the team needs to speak to several people, review records, involve contractors or get input from another team. If more time is needed, Scape will keep you updated where possible.

What can help speed things up

• Include your full name, building and room number.
• Explain the issue clearly and include key dates.
• Share any reference numbers, screenshots, photos or previous emails.
• Tell the team what outcome you are hoping for.

If the issue is urgent, such as a safety concern or loss of an essential service, speak to reception straight away so the team can act quickly.

If you are not satisfied with the response or feel the issue has not been resolved, you can ask for it to be escalated.