We respect the right of tenants and all other parties that we are working with to make a complaint, appeal or provide feedback.
If a tenant disagrees with a decision that relates to their tenancy, they can appeal the decision and request a formal review.
If tenants are unhappy with the standard or type of service they have received, either from staff or contactors carrying out work on our behalf, they are welcome to lodge a complaint with their property manager. Tenants should also follow the same process to report neighbour disputes.
Feedback helps us to make service changes, so we encourage tenants to let us know we are doing right and what needs more work.
Once a complaint form has been submitted, the Property Manager will look into the complaint and respond within two business days. If they need more time to address the complaint, they will send a letter of acknowledgement to communicate more time is required.
If the matter is not resolved to the tenant’s satisfaction, the complaint will be referred to the Senior Property Manager who will acknowledge receipt of the complaint and endeavor to respond within five working days.
If the complaint is still not resolved to satisfaction, then the matter is referred to the Head of Retirement Villages and Community Housing. The Head of Retirement Villages and Community Housing will acknowledge receipt of the complaint in writing and will respond within five working days with a decision or referral to an external mediation body.