What is the formal complaints process?

Enclave has a clear complaints process to make sure any concerns are listened to and handled fairly.

Step 1: Raise it with the resident team

Most issues can be resolved informally by speaking with your on-site resident team. They’ll log your complaint, investigate, and try to resolve it quickly.

Step 2: Escalation to property management

If you’re not satisfied with the initial response, your complaint will be escalated to the property management team. They’ll review the issue in more detail and provide a formal reply.

Step 3: Formal written complaint

If the issue still isn’t resolved, you can make a formal written complaint. This ensures:

• Your concern is officially recorded.
• A senior manager reviews it.
• You receive a formal written response within a set timeframe (normally 10–14 working days).

Step 4: Further escalation

If you remain unhappy after receiving a formal response, you may be able to escalate further through Enclave’s senior management or, if relevant, external tenancy dispute resolution services.

Helpful tip

Keep a clear record of dates, communications, and responses — this helps ensure your complaint is reviewed thoroughly at every stage.