Things don’t always go to plan, and if you ever feel something isn’t quite right, we’re here to listen. Sharing your concerns helps us understand what happened and gives us the chance to improve our standards.
If you’re currently living with us
The best way to resolve your request is to speak to a team member at reception, they can often advise and help in the moment.
If you would feel more comfortable speaking to someone else, you’re welcome to contact our central support team [email protected]
How do I raise a formal complaint?
To raise a formal complaint, please send us an email or message via your urbanest portal. Including the following details below will help us to support you efficiently:
A clear description of your complaint
Details of anyone you have already spoken to
Information about anyone you have already spoken to
Details of the steps you have already taken
What will happen next?
A member of the urbanest team will reply within 1 working day to acknowledge your complaint and confirm when you can expect a follow up response.
We have up to 7 working days to respond to your complaint.
What if I’m not happy with the outcome of my complaint?
If, after receiving our response, you feel your complaint has not been handled correctly, you can contact the Director of Operational Strategy in writing at:
urbanest
4th Floor
101 St Martin’s Lane
WC2N 4AZ
urbanest is also a member of the National Code, who can be contacted via their website: http://www.nationalcode.org/