Complaints Process

We always aim to provide an outstanding service to our residents, however we understand that sometimes things can go wrong. If you’re a resident, parent, third party user or are otherwise impacted by our residences then we would like to hear from you so we can put things right.

STEP 1.   All complaints should be made in person or via email to the Residence Manager of the building who will be more than happy to help.  You will receive a response from a member of the management team within 5 days.

STEP 2.  If you are not satisfied with the outcome and wish to escalate your complaint, you should do so in writing by emailing your complaint to info@scape.com.

STEP 3.  We will confirm receipt of your complaint within 3 working days.

STEP 4.  We will aim to respond fully to your complaint as quickly as possible but it could take up to 4 weeks.

STEP 5.  If you are not satisfied with our resolution, you should raise a formal complaint to the National Code, more details can be found on their website www.nationalcode.org.