In the event of unsatisfactory resolution at Stage 3 please contact the Director of Estates.
Response time: The Director of Estates will aim to send an initial response to the customer within 3 working days* from when he receives the complaint (or sooner in the event of an emergency). In the initial response, where appropriate, the result of any investigation will be stated, guidance on the proposed resolution will be offered and where possible an estimated time of completion will be provided.
Follow up: This is the last step in the complaints procedure and the intent is that if all previous stages for resolving the complaint fail the Director of Estates will resolve the issue. However, in the rare event where a follow up is needed the Director of Estates will advise the customer on a contact for follow-up.
* Where complaints have been sent to a named member of staff who is not available to deal with your enquiry, e.g. staff on holiday etc, an out-of-office response will be posted to direct who should be contacted in their absence. Alternatively, please contact Help Desk for direction.