We like to hear from our residents if we do something well, but sometimes problems arise that you may need to bring to our attention. Our aim is always to listen, quickly resolve any issues and find solutions informally.

In the first instance, complaints can be raised to your on-site resident team via the MyModa app, the concierge desk, email, or phone. You can find all relevant contact details and guidance on the complaints procedure within the documents section of your MyModa app.

You will receive a full response within seven working days of us receiving your complaint. If we need more time to respond, we will contact you within seven days to update you on our progress and will continue to keep you updated.

We aim to resolve your complaint at Stage 1 wherever possible; however, if you feel that your complaint was not resolved satisfactorily, Stage 2 of our complaints procedure follows.

If you are unsatisfied with the outcome of the feedback from Stage 1, we ask that you send us full details of the initial complaint and why our response has not assisted you to:

residentrelations@modaliving.com

Your complaint will be communicated to your neighbourhood's management team.

We will acknowledge receipt of your complaint within 3 working days, and will ask you for any additional information that we think we require to investigate your complaint.

We shall provide you with a full response to your complaint no later than 15 working days from the date we first received it.

At this point, we aim to have almost all complaints resolved. However, as stated above, we recognise that this may not be possible. If you are not satisfied with the outcome we have set out in our response letter, you have a further 15 working days to refer your complaint, together with any other material you want us to consider, to Stage 3.

Any complaints referred to Stage 3 will be received by the company's Operations Director. Any referrals should be sent using the contact details noted above and marked as "Stage 3 Complaint". We will:

  • Acknowledge receipt of your referral of the Stage 2 complaint within 3 working days
  • Aim to provide you with a full response within 15 working days of your referral
  • Review our original response and resolution, together with any further representations or material received from you
  • Check the handling of your complaint generally, and our response times from the original date of receipt

The response you receive from our Operations Director will confirm whether they uphold the original resolution of your complaint, and if not, how we now intend to resolve it. We are confident that this process will enable us to handle our customers' concerns effectively and give you the confidence that any issue you have experienced has been appropriately addressed.

We aim to resolve complaints to the satisfaction of all parties, but we recognise that, in some cases, this will not be possible. For this reason, we may at any stage of the above process inform you in writing that we regard the matter resolved and that we do not consider any further referral or review under this procedure to be appropriate. This is known as a “Final Viewpoint Letter”.

If you are unsatisfied with the resolution or outcome, you may refer your complaint to: The Property Ombudsman or the Home and Property Chambers (Scotland), even if less than eight weeks have elapsed since your original complaint was made. Your complaint must be submitted within 12 months of the date of our Final Viewpoint Letter, including
any evidence to support your case. The Property Ombudsman and Property Chambers (Scotland) require all complaints to be addressed through our in-house complaints procedure before being submitted for an independent review.

The Property Ombudsman
You can find information about The Property Ombudsman, including the procedure for making a complaint, on their website: www.tpos.co.uk

The Property Ombudsman,
Milford House,
43-55 Milford Street,
Salisbury,
Wiltshire,
SP1 2BP

Email: admin@tpos.co.uk

The Home and Property Chambers (Scotland)
You can find information about the first-tier tribunal. If you wish to submit an application form, you can use the postal details below or email a scanned copy of the signed application form and supporting documents to: HPCAdmin@scotcourtstribunals.gov.uk

Housing and Property Chamber
First-tier Tribunal for Scotland
Glasgow Tribunals Centre
3rd Floor
20 York Street
Glasgow
G2 8GT

Telephone: 0141 302 5900

Our aim is to continuously improve and learn from any feedback we receive as a business. We use your feedback to continuously improve our procedures and training for our team.

Independent regulation of our service standards and complaints handling.

Moda is a member of a government-approved redress scheme, The Property Ombudsman, which independently reviews complaints for our England properties or The Housing and Property Chamber for our properties in Scotland.