How do I escalate an unresolved issue?

If you’ve raised an issue at Enclave that hasn’t been resolved to your satisfaction, there are clear steps you can take to escalate it.

Steps to escalate

1. Follow up with the resident team: Start by checking back with your on-site team — sometimes delays happen because of external contractors or prioritisation of urgent cases.
2. Ask for escalation: If the issue remains unresolved, request that it be escalated to the property management team. They oversee building-wide matters and can step in when needed.
3. Provide details: Share dates, copies of your original request, and any follow-up communications. This helps the management team understand the full history and respond effectively.

Formal escalation

• If the problem still isn’t resolved, you can make a formal complaint (see the complaints process) which ensures your concern is logged officially and reviewed at a senior level.

Helpful tip

Always keep records of your requests and responses. Having clear documentation makes escalation smoother and faster.