Feedback - Elysian Residences
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We would like to hear from you…

The following paragraphs detail our feedback and complaints process

At Elysian, we encourage all feedback from our customers and homeowners, whether positive or negative. We will review your feedback and use it to review and continuously improve our services. 

Please could you put your feedback or complaint in writing, including as much detail as possible and send to us at Elysian Residences, 112-116 New Oxford Street WC1A 1HH. We will then respond according to the following procedure and timescales below:

  • The General Manager or the appropriate staff member will acknowledge a written complaint within 3 working days, enclosing a copy of this procedure.
  • We will then investigate your complaint. You will receive our response within 15 working days.
  • If this does not meet your expectations or you are not satisfied by our response, please contact us again and we will refer your complaint to the Operations Director or CEO as relevant who will respond within 15 working days with our final viewpoint on the matter. 

If you are not satisfied with our handling of your feedback or the outcome,  you may refer your complaint to the relevant Ombudsman: 

  • Housing /property/operational issues: The Property Ombudsman: Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 Tel: 01722 333306. Web: www.tpos.co.uk.

If you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter

You will need to submit your complaint to the Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case

The Property Ombudsman requires that all complaints are addressed through our in-house process before being submitted to them.

  • Care issues: Local Government (Social Care) Ombudsman: Tel: 0300 061 Web: www.lgo.org.uk.

We will cooperate fully with the relevant Ombudsman service during any investigation and comply fully with the resulting decision, which will be binding on us.

  • During this process, you will not have to write in again or to provide your reasoning if you are not satisfied with our outcomes.
  • Elysian will not discriminate against anyone who makes a If a complainant behaves inappropriately in making a complaint Elysian will seek to manage that behaviour as necessary while treating the complaint like any other.
  • We may wish to contact you directly during our review If you would prefer us to contact an intermediary who is acting on your behalf, this will be arranged and we will co-operate with that person in the same way.