How do I make a complaint?

We are committed to resolving resident concerns promptly, fairly and transparently.

If you have a concern, we encourage you to raise it with the Neptune Wharf on-site team first. Many issues can be resolved quickly through direct communication.

Level One – Informal resolution

You can raise your concern through the resident app, by email, or directly with the on-site team.

The team will:

• Acknowledge your concern.
• Work with you to resolve the issue as quickly as possible.
• Provide updates where appropriate during the resolution process.

Level Two – Formal complaint

If your concern has not been resolved informally, you can submit a formal written complaint through email or the resident portal.

A formal complaint will receive:

• Written acknowledgement.
• A full written response within 14 days.
• Review by senior management where required.

Level Three – Final escalation

If you remain dissatisfied following the formal complaint response, the matter can be escalated to senior leadership for final review.

You will receive a final written response following this review.

External escalation

If your complaint remains unresolved after completing the internal process, you may be able to refer the matter to an appropriate independent redress scheme or ombudsman, where applicable.