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 front 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.

If we cannot resolve your complaint informally and you wish to make a formal complaint, please put it in writing. Include any supporting evidence and the outcome you would like us to reach.

Formal complaints should be sent to our Resident Relations team, labelled “Stage Two Complaint” and including the name of your building:

Email: residentrelations@modaliving.com
Address: Resident Relations, Moda Living, Central House, Beckwith Knowle, Otley Rd, Harrogate HG3 1UG

Your complaint will be passed to the General Manager of your building, who will investigate and respond.

We will:

  • Acknowledge receipt of your complaint within 3 working days and ask for any further information we need to investigate
  • Provide a full written response no later than 15 working days from the date we received your Stage Two complaint

We aim to resolve almost all complaints at this stage. However, we recognise this may not always be possible. If you are not satisfied with our response, you have 15 working days from the date of our response to refer your complaint to Stage Three, along with any other material you would like us to consider.

Complaints referred to Stage Three will be reviewed by our Senior Leadership Team. Referrals should be labelled “Stage Three Complaint” and sent to:

Email: residentrelations@modaliving.com
Address: Resident Relations, Moda Living, Central House, Beckwith Knowle, Otley Rd, Harrogate HG3 1UG

In your referral, please tell us:

  • Which parts of our Stage Two response you are not satisfied with, and why
  • The outcome you would like us to reach
  • Any further information or evidence you would like us to consider

As part of the Stage Three review, we will:

  • Acknowledge receipt of your referral within 3 working days
  • Aim to provide a full written response within 15 working days of your referral
  • Review our original response and resolution, together with any further information you provide
  • Review how your complaint has been handled overall, including our response times from the date it was first received

Our written response will confirm whether the Senior Leadership Team upholds the original resolution and, if not, how we intend to put things right. This process is designed to make sure your concerns are handled fairly and that any issue you have experienced is properly 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.