Regency Living: New Complaints Procedure

Regency Living has rolled out a new complaints procedure.

Many residents complain to the Residents' Association directly but from now there's a formal complaints procedure - bringing Regency Living in line with standard practices across similar organisations.

This ensures complaints are reviewed properly by Head Office and resolved through the appropriate channels.

So, effective immediately, here's the new procedure for individual residents site-related complaints:

Step 1: Contact the Park Supervisor

Start by emailing or speaking to Lisa, our Park Supervisor.

Step 2: Escalate to the Area Manager

If you're not satisfied with Lisa's response, you may escalate the issue to our Area Manager, Sharon Reach.
📞 01329 761947
📱 07389 885257
📧 [email protected]

Step 3: Contact Head Office

If the issue remains unresolved, the next step is raise it with the Sarah's team at Head Office.
📧 [email protected]

Include the following:

Your name, contact details, and park location
The name of the staff member you dealt with (if applicable)
Dates of communication and a description of the issue
Steps taken to resolve it
Any supporting documents or evidence

Response & Resolution Timeline

Acknowledgement: All complaints will be acknowledged within 7 working days.

Investigation: Head Office will investigate your complaint and inform you of the outcome and any actions taken.
If you're still unhappy with the resolution, ask for your complaint to be escalated to the Head of Operations. A formal response will be issued within 14 business days.

Resolution Confirmation
Once a resolution is reached, Regency Living will confirm that all parties are satisfied before closing the case.

Role of the Residents’ Association (RA)

The RA will continue to be available for advice and guidance.

Our email address is [email protected]

However, we will no longer deal with resident complaints unless the formal procedure has been fully exhausted. The company feel that we get involved too soon and they want the opportunity to make things right - direct with customers themselves.

If you’ve followed all steps above and still feel your complaint hasn’t been addressed fairly, please send us a summary of your experience - including the responses you received - and we will consider whether it's appropriate to raise the matter further on your behalf.

We believe this is a positive move. It doesn’t diminish the role of the RA - it simply ensures complaints are properly documented and handled by those in a position to act, with Head Office oversight when needed.