Introduction

At LUNA, we are committed to providing a high standard of service and making sure our residents feel supported, respected and listened to. Our aim is to get things right first time and deliver a positive experience throughout your stay.

We understand that sometimes things do not go to plan. When that happens, we want to hear from you.

Complaints help us put things right, learn from what has happened and continue improving the service we provide. All complaints will be handled professionally, fairly and with respect for your confidentiality.

Our Commitment

We will acknowledge your complaint within 2 working days and confirm the name and contact details of the person handling it.
We will treat you fairly and listen carefully to your concerns.
If we have got something wrong, we will be open about it, apologise where appropriate and explain what we will do to put things right.
We will use what we learn from complaints to improve our services and processes.
We follow the standards of the ANUK/Unipol National Code, of which LUNA is an accredited member.

What counts as a complaint?

A complaint is any expression of dissatisfaction about the service we have provided, the behaviour of our team members or contractors, or the way we have acted, or failed to act.

Who can complain?

Current residents
Prospective residents
Former residents, within 6 months of their tenancy ending
A third party acting on behalf of a resident, with that resident’s consent

Excluded complaints

Some issues are not treated as complaints under this procedure. These include:

A first time request for a service, such as reporting a repair
A request to be released early from your tenancy, which should be dealt with under your tenancy agreement and cancellation policy
A complaint raised more than 3 months after the issue occurred, unless there are exceptional circumstances
Anonymous complaints, although we may still act where health, safety or wellbeing concerns are raised
Complaints about another resident’s behaviour, which should be reported to the property team as an incident
Issues already being dealt with by another authority, such as a university or landlord

How to make a complaint

Complaints can be made in the following ways:

In person at reception
By telephone to the property team
By email to the property’s designated inbox
By letter to the Property Manager
Via an advocate, with written consent

We will make reasonable adjustments wherever needed to help residents with disabilities, language barriers or other accessibility needs submit a complaint.

The complaints process

Stage 1 – Informal resolution

Please raise your concern as soon as possible with a member of the property team, either in person or by phone.

We will aim to resolve your complaint straight away or within 2 working days.

If your complaint needs further investigation, we may ask you to confirm the details in writing.

If you are unhappy with the outcome, you can move to Stage 2.

Stage 2 – Formal complaint to the Property Manager

If you remain dissatisfied, you should submit your complaint in writing by email or letter to the Property Manager within 10 working days of the Stage 1 outcome.

Please include:

What your complaint is about
What has happened so far
Why you are dissatisfied
What outcome you are seeking

The Property Manager will acknowledge your complaint within 2 working days.

A full written response will be provided within 10 working days of acknowledgement.

If further investigation is needed, we will keep you updated and provide a revised timescale. In most cases, this will not exceed 20 working days in total.

Stage 3 – Escalation to Senior Management

If you are still dissatisfied after Stage 2, you may escalate your complaint in writing to LUNA’s Senior Management Team via the property team.

Your complaint will be reviewed by a senior team member who has not previously been involved.

We will acknowledge your escalation within 2 working days.

A full written response will normally be provided within 10 working days of acknowledgement. Where the matter is more complex, this may take up to 20 working days, and we will keep you updated throughout.

Stage 4 – Independent review

If you remain dissatisfied after completing Stages 1 to 3, you may be able to refer your complaint to the ANUK/Unipol National Code Complaints Tribunal.

This provides an independent review, and its decision is binding on member organisations.

Details of how to contact the Tribunal will be provided in our Stage 3 response.

Record keeping and monitoring

All complaints will be logged in our central system, including key dates, actions taken and outcomes.

Complaint data is reviewed regularly by LUNA’s Senior Management Team to identify patterns, trends and opportunities to improve our service.

A summary of complaints and lessons learned may also be used to inform team training and operational improvements.

Confidentiality and fairness

All complaints will be handled confidentially and in line with data protection law.

No one will be treated less favourably for making a complaint in good faith.

Any team member directly involved in the subject of a complaint will not be responsible for investigating it.