Complaints

Terrena Ltd are committed to providing a quality and professional service to all of our residents. Our complaints procedure is designed to support you, to ensure your complaint is handled effectively so that issues can be resolved as soon as possible.

Before a complaint is submitted, we advise that you initially contact the correct department to discuss your concerns. Details of the responsibilities of each department can be found below:

Operations Department – The Operations Director is responsible for the overall management of your development. They have the understanding and knowledge of all aspects involving your development and they can support you with any problems encountered relating to the delivery of our maintenance services or issues raised on your site. They are responsible for progressing maintenance works and will liaise with contractors to ensure issues are resolved efficiently. For queries relating to this, please contact ops@terrena.co.uk.

Accounts Department – Our Accounts Director has the knowledge to discuss your service charge account with you. They can assist with queries relating to your balance and payments. For complaints relating to this, please contact alison@terrena.co.uk.

Commercial Department – Our Commercial Director is responsible for reviewing and responding to development and property specific enquiries from solicitors and lenders as per the sales and re-mortgaging process of your property. For queries relating to this, please contact gemma@terrena.co.uk.

Alternatively, you can also contact us via the Resident’s Portal,via our contact us page on our website or by calling us on 07902309377. We are available Monday to Friday 9am to 6pm.

If you are not happy with the initial response, you can then submit a complaint. There are three stages to our complaint’s procedure, this is shown below.

Stage 2

If you are dissatisfied with the response following your stage one complaint, an appeal should then be submitted either in writing or via our complaints appeal form. This can be accessed here.

Please include your reasons as to why you are dissatisfied with the response you have received and explain the outcome you wish to achieve.

Once your appeal has been submitted, you will receive an automatic response within 3 working days confirming your successful online submission.

Your complaint will then be reviewed by a Director who has not previously been involved in your complaint. They will investigate the complaint and a response will then be issued within 14 working days. If a response is expected to exceed 14 working days, we will contact you to let you know when you can expect a response.