Complaints Policy

We always hope to resolve issues and questions through our open and accessible communication channels and team on the ground. We aim to do this informally where possible, promptly and amicably and operate in line with our values as a business.

If a complaint is considered unreasonable, or if the person making it acts unreasonably, we may depart from our usual complaint processes. Unreasonable behaviour might include excessive communication, harassment of staff, abuse and refusal to acknowledge communications.

Given the breadth of U&C’s developments and operations, and the various stakeholders involved in the process of creating and managing developments, there may be occasion when your complaint relates to an area that is not the responsibility of U&C (such as issues relating to a newly built home which falls within a housebuilder’s responsibility, or issues relating to public services or utilities, which a local authority or statutory body are responsible for). In these instances, we will advise and signpost accordingly upon receiving the complaint.

The process:

Stage 1: Local Resolution (Informal)

Handled by: On-Site Communities Team

Most day-to-day concerns are best handled by the team on the ground and typically each development has at least one role dedicated to community engagement and communications. This person will deal with issues, requests for information and complaints in the first instance where we will aim to resolve the issue.

• How to report: contact the Communities Team on hello@waterbeachwb.co.uk
• Acknowledgement: the Communities Team representative will acknowledge your complaint within 3 working days and provide a reference to be used in future correspondence. A named individual within the Communities Team will be your point of contact from that time.
• Process: an investigation into the issue, complaint or problem will be undertaken by the named individual with the assistance of the relevant project team
• Response and resolution: we aim to resolve the issue or provide a clear explanation for our investigation and conclusions within 10 working days and sooner where we can.
• Your resolved issue or complaint will be kept on file including details of resolution for a period of 6 months.
• If the matter is complex or the local response was not satisfactory, the complaint would move to Stage 2 (set out below).

Stage 2: Regional Review (Formal)

Handled by: Regional Director

If the issue is complex or the local response was not satisfactory, we move to a formal review. This stage looks at how and why resolution has not occurred at Stage 1, checks the process and decision-making at Stage 1 and investigates if resolution is still possible. This will be independent of Stage 1 and provide a fresh pair of eyes on the complaint and possible resolution.

• How to escalate: email info@urbanandcivic.com quoting your Stage 1 reference and with the Stage 2 Form completed

• Acknowledgement: the Regional Director will acknowledge the complaint within 5 working days. A request for further information or background may be issued at this stage.
• Process: there will be a review of the process to date at Stage 1 and adherence to the complaints policy and compliance with U&C’s processes, procedures and permissions, including the site’s planning permission and Section 106 obligations where needed.
• Response and resolution: you will receive a formal written response within 15 working days, outlining any resolution or changes we will make.
• Your resolved issue or complaint will be kept on file including details of resolution for a period of 6 months.
• If the matter is  vexatious or the Stage 2 response was not satisfactory, the complaint would move to Stage 3 (set out below).

Stage 3: Strategic Oversight (Escalated)

Handled by: Group Director

For issues that remain unresolved after Stage 2, a final review is conducted at the corporate level where consideration is given to the reasons for escalation, the inability to reach resolution and where the complaint affects the integrity or approach of our master development role or wider developments and operations.

A complaint may also reach this stage if has become vexatious in nature.

• How to escalate: email info@urbanandcivic.com stating your intention to escalate to Stage 3 of the complaints policy. Please provide your Stage 1 reference, Stage 2 form and the written response you received from Stage 2 (see Appendices for both the relevant Office-Email).

• Acknowledgement: the Group Director will acknowledge the complaint within 5 working days. A request for further information or background may be issued at this stage.

• Process: there will be a full review of the process to date and an investigation into why a resolution had not been reached.

Final response and resolution: we will issue a Final Decision Letter within 20 working days from receiving the escalation to Stage 3. This letter will outline U&C’s definitive position and, where applicable, any follow-up with other authorities or bodies for external escalation and resolution – for example the Local Planning Authority, Property Ombudsman or Environmental Health.