SERVICES
Feedback & Complaints
When making your complaint
please tell us as much as you
can about the issue, including:
- What went wrong – topic of you complaint
- When it happened – time and date
- Who you interacted with – name or address of the person
- How would you like the matter resolved – specific results of outcomes
How to file a complaint at Waltham Estate Housing Office
Stage 1: Office Visit
Speak to a member of staff. Our staff will take note of the issue and forward it to the correct member of staff accordingly. Please note staff must present all topics of complaint to management before a reasonable conclusion can be made and must abide by WERMO Policy & Procedure.
Stage 2: Written complaint
Based on the information you provide regarding the complaint; staff may ask you to write t down or email the specifics of the matter as the topic may include evidence in the form of images or recordings. WERMO staff will respond within 3-5 working days. Please include your house address in the subject of the email or letter.
waltham@wermo.org.uk
Stage 3: WERMO Board Appeal
In case the matter is not resolved by stage 2, you should proceed with the following. Write to the Chair of the Board. You may request for a personal meeting with a panel of the Board, and this will be granted if the Board deems a meeting is the appropriate approach to resolve the issue.
Complain Conclusion/Outcome
All formal complaints are recorded with confidentiality. WERMO will send you an acknowledgement within three working days upon receiving the complaint. A full response will be issued in ten working days.
Please note, depending on the complexity of the complaint, WERMO may require more than ten working days to respond with reasonable explanation of the delay included in the response.
Abusive or threatening behaviour towards staff & board members will not be tolerated.
Please file your complaints using the form below.
CONTACT
Get in touch
If you want to learn more about the Waltham Estate RMO or have a question you would like to ask, we would love to hear from you.
