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Compliments and Complaints

Have your say...

Regenter Myatts Field North Ltd from May 2012 is responsible for the management, maintenance and refurbishment of Myatts Field North estate.

We work in close partnership with the London Borough of Lambeth in the development of services both to Myatts Field North and the neighbouring community.

We want the services we provide to be the best possible and that’s why your feedback is extremely important to us.

Our service teams are in the best position to deal with your complaint and should be the first people you contact.

Complaints

We recognize that everyone has a right to make a complaint and we can learn valuable lessons from them - Your complaint may well improve things for everyone.

Compliments

We would like to know when you have been impressed or pleased with our service. We can use these examples to share best practice amongst our staff. In addition, compliments can help boost morale.

We aim to provide excellent services that meet our customers’ needs. However, we know that sometimes things can go wrong and you may wish to raise your concerns in the form of a complaint.

If you want to make a complaint

We want to make it as straight forward as possible for customers to register a complaint. We will acknowledge and action complaints by all methods including:

  • By telephone : 0800 0851230 landlines & 0330 1239166 mobiles
  • By email : mfncustomerservice@pinnacle-psg.com
  • In person: Regenter Myatts Field North Office : Myatts Field North Centre, 24 Crawshay Road, London, SW9 6FZ
  • By letter: Myatts Field North Centre, 24 Crawshay Road, London, SW9 6FZ

If you make a complaint and we are at fault, we will:

  • Provide an apology;
  • Tell you why things went wrong;
  • Learn from our mistakes and make sure that the same thing does not happen again.

Our complaints procedure has three stages as outlined below:

Stage 1

We will acknowledge your complaint within two working days.

Once we have received your complaint, the relevant Manager from one of the four partners representing the Regenter service (Eon, Higgins, Pinnacle or Rydon), will investigate and send you a response within 15 working days.

Stage 2

If you remain unhappy with the outcome of the complaint you can ask for a stage two review. To do this, you should write to the General Manager Regenter Myatts Field North Ltd. to the above address.

Similarly to Stage 1 you will receive an acknowledgement within two working days and a response within 15 working days.

Stage 3

If you are still not satisfied with the outcome of your complaint, you can request that the London Borough of Lambeth Corporate Complaints Unit investigate your complaint.

The Corporate Complaints Unit can be contacted by writing to:

Corporate Complaints Unit
London Borough of Lambeth
Lambeth Town Hall
London SW2 1RW

The Council where possible will complete the stage three investigation within 20 working days. If for any reason there is a need to take longer than this the Council will explain the reasons for the delay and let you know when you can expect a full reply.

Local Government Ombudsman

If complainant is not happy with the way that the Council have handled their complaint and you have been through each stage of our complaint procedure then the complainant can further escalate their complaint to the Local Government Ombudsman in writing.

Local Government Ombudsman
PO Box 4771
Coventry
CV4 OEH
Tel: 0845 602 1983
Email:advice@lgo.org.uk
Website: www.lgo.org.uk

The Local Government Ombudsman is an independent national service that investigates complaints about councils.

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