What happens after I submit a complaint?

After you submit a complaint, the Scape team will acknowledge it and look into what has happened. They may review your account, speak to the relevant building team, check maintenance records or ask you for more information if they need it.

The team will aim to give you a response within 5 working days. Some issues can be answered quickly, while more complex complaints may take longer to investigate properly.

What you can expect

• Your complaint will be reviewed by the relevant team.
• You may be contacted for more details, photos or reference numbers.
• The team will investigate the issue and agree the next step.
• You will receive an update or response once the review has been completed.

If the issue is complex or needs input from another team, contractor or third party, it may take longer than 5 working days. If that happens, Scape will keep you updated where possible.

If your complaint is about something urgent, such as safety, security, loss of essential services or a serious wellbeing concern, speak to reception straight away as well as submitting the complaint. This helps the team respond quickly while the complaint is being reviewed.