How To Complain

Just a quick reminder:

A few weeks ago, we met with the new Head of Customer Service at Regency Living. During that meeting, we raised a number of resident concerns.

The response was:
Why are residents going through the Residents’ Association instead of coming directly to us?

We explained that over the years, residents have felt more confident approaching the RA because we’re familiar with the rules and regulations and less likely to be brushed off. However, she made it clear that the company is committed to improving customer service and wants to handle queries and complaints directly and professionally.

From now on, the office is required to log all queries and complaints into their system. This ensures that if issues aren’t resolved properly, senior management can step in.

In short: Regency Living wants to handle resident concerns directly, as a professional company should. We all pay pitch fees, and we’re all entitled to proper customer care.

So, effective immediately, here’s the process for raising a query or complaint:

Step 1:
📧 Contact the office directly: [email protected]
(We recommend emailing so you have a written record.)

Step 2:
📧 If you're not satisfied with the response, escalate to the Area Manager: [email protected]

Step 3:
📧 If the issue remains unresolved, contact the Head of Customer Services: [email protected] (Sarah)

Step 4:
📧 If you're still unhappy, you can request that Sarah escalate your complaint to the Operations Director: Chelsey Le Fevre

Step 5:
📧 If you’ve followed all the steps and still hit a brick wall, RA members can contact us at: [email protected]
We’ll review the situation and either take it up on your behalf or advise if we believe the company’s resolution is fair.

Let’s give this new system a fair try. Regency Living is committed to improving their customer service, and we encourage residents to use the direct channels first. Of course, the Residents’ Association remains available to support members with advice, help drafting complaints, or understanding your rights.