Complaints Policy

At Morro, we aim to provide a high standard of service to all residents. If something goes wrong, we want to hear about it so we can resolve the issue as quickly as possible and learn from the experience.

This procedure outlines how residents can raise concerns and how Morro will investigate and respond.

Many concerns can be resolved quickly by speaking to the team. Residents are encouraged to raise issues with the building team in the first instance by:

·      Speaking to a team member at reception

·      Calling or emailing the building team

·      Contacting us through the Resident App

 Our team will listen carefully, apologise where appropriate, and try to resolve the issue promptly.

If the concern cannot be resolved immediately, or if the resident would like the matter formally investigated, it can be escalated as a formal complaint.

Residents can submit a formal complaint by email or in writing to the General Manager

Please include:

 ·      Your name and apartment number

·      A clear description of the issue

·      Any relevant dates, times, or team members involved

·      How you would like the issue to be resolved

·      Any supporting evidence (photos, emails, documents)

Once a receive a formal complaint is received, receipt will be confirmed within three working days.

The complaint will be reviewed by the General Manager, provided they are not the subject of the complaint. In that case the complaint will be reviewed by the Operations Manager

The investigation may include:

·      Reviewing records and communications

·      Speaking with relevant team members

·      Reviewing CCTV or maintenance records where applicable

·      Contacting you for further information if needed

We will aim to provide a full written response within 10-working days of you raising the complaint. If the investigation takes longer, we will explain the reason for the delay and provide an updated timeframe.

 This response will explain:

·      The outcome of our investigation

·      Any actions we will take to resolve the issue

·      Any lessons learned or improvements made

If you are unhappy with the response we provide you may escalate your complaint support@bymorro.com where it will be reviewed by a Senior Manager. 

The Senior Manager will issue you with a final response. This response is the final stage of Morro’s internal complaints process.

If you remain unhappy after receiving our final response, you may refer your complaint to the Property Redress Scheme, an independent government-approved organisation that resolves disputes between residents and property providers.

You can do this if:

·      A final response has been issued, or

·      Eight weeks have passed since you first submitted the complaint

Their details are:

Property Redress Scheme

Website: https://www.propertyredress.co.uk

Email: complaints@propertyredress.co.uk

The service is free to use.