How to give us feedback
If you’re unhappy with any aspect of our service we’d prefer that you tell us so that we have the opportunity to put things right, learn from our mistakes and take steps to stop it happening again. Our aim is to continuously improve our service and achieve a high level of customer endorsement in our annual satisfaction surveys.
If you’re unhappy we would encourage you to talk to a member of staff; as there may be a simple misunderstanding that can easily be put right. Of course we understand that at times making the complaint ‘official’ will be the most appropriate action.
If you decide to register an official complaint we recommend putting something in writing to us, but you can make a complaint in any way you like, either by letter, email or telephone call.
- write to Elm Group, 2 Archipelago, Lyon Way, Frimley, GU16 7ER
- email us at customerservices@elmgroup.org.uk
- telephone on 01252 356000
We’ll apply a ‘one touch complaint review’ to draw matters to a swift conclusion – so behind the scenes we’ll investigate fully, involving all relevant members of the team from the outset and communicate our decision within a specified timescale.
And if something’s worked really well for you, we need to know that, too, as it helps us to keep doing things right! You can simply tell your Estate Manager / Site Manager, or email, call or write to us.
