Complaints Process

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

Scape accepts complaints by telephone, email, virtual meeting or face to face discussion. Complaints may be made by an authorised representative, such as a parent or guardian, where the resident has given written consent for us to discuss the matter with them. Complaints are treated in confidence. Where a complaint relates to the conduct of a member of staff, that person will not be involved in the handling of the complaint

STEP 1. Get In Touch

In the first instance issues should be brought to the attention of a member of our Residence team who will attempt to resolve the problem.

STEP 2. Raise Your Complaint

If you are not satisfied and wish to raise a formal complaint, it should be directed to the Residence Manager. If your complaint relates directly to the conduct of a Residence Manager, it should be directed to the Operations Manager. Please submit your complaint in writing to support@scape.com so that we can investigate the matter fully and respond appropriately.

STEP 3. Acknowledgment

We will acknowledge your complaint within three working days of receiving it.

STEP 4. Our Response

We will provide a written response to your complaint within 10 working days of receiving your formal complaint. If the complaint is complex and we need more time, we will write to you within that 10-working day period to explain why and tell you when we expect to be able to respond in full

STEP 5. Escalation

If you are dissatisfied with the outcome, or you would like your complaint reviewed, you may escalate your complaint in writing to support@scape.com. Your complaint will then be reviewed by a Senior Manager who will write to you with an outcome including any proposed further action.

STEP 6. Referral to the National Code

Our complaints procedure is part of our commitment to meet the standards of the ANUK National Code.

If you have raised a complaint with us, believe the matter relates to a breach of the ANUK National Code and it has not been resolved through our internal complaints procedure, you may refer the complaint to the Codes Complaints Investigator

You may also refer the complaint to the Codes Complaints Investigator if 28 days have passed since you first raised the complaint and you have not received a response. If you would like to find out more about the National Code escalation process, click here.