Ensuring your complaint is resolved
Trinity Estates are committed to providing a quality, professional service to all our customers. We recognise that on occasion things can go wrong. When this happens, we would like you to tell us in order that we can put things right for you and help us to ensure we review where we went wrong to make sure there is not a repeat of the issue.
Our 3 Step Complaint Procedure
Please contact your Property Manager with your issue. You can find their details within your welcome pack or presented on the Residents Portal.
We would always welcome the opportunity to resolve any issues through discussion to conclude the matter as swiftly and amicably as possible for you.
Locate your Property Manager
If you feel that your concerns are not being satisfied, then we would ask you to document your complaint in writing. This can be done either by the form below or by writing to our Head Office address below.
We will then respond in agreement with the process and time frames set out below.
We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally be carried out by the Regional Manager responsible for your development. As part of this investigation, they will speak to any parties involved in the complaint. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
Customer Service Manager
If at this stage you are still not satisfied, you should contact us again explaining why you remain dissatisfied and we will arrange for a separate review to take place. This secondary review will usually be carried out by our Customer Service Manager.
We will write to you within 15 working days of receiving your request for a review, detailing our final viewpoint on the matter.
Have an issue?
Contact us so we can help
Trinity Estates (Complaints)
23 Mark Road
Still Not Satisfied?
If you remain dissatisfied after the last stage of our complaint procedure (or more than 8 weeks has elapsed since the complaint was first made), you can then contact The Property Ombudsman to request an independent review without charge.
Their contact details can be found below: