The Dulwich Estate

Complaints

The Dulwich Estate has a clearly defined Customer Care Policy, the key elements of which are:

  1. To treat all customers equally and to consistently meet their reasonable requirements;
  2. To continually seek to gain the confidence and trust of all customers;
  3. To respond to correspondence upon receipt wherever possible, but certainly within five working days and to reply to all telephone and email enquiries;
  4. To promote an open and friendly approach to all customers;
  5. To encourage and support all suggestions and recommendations for improvements to customer care from any member of staff;
  6. To promote co-operation and team work throughout the organisation;
  7. To adopt the philosophy and put into practice continuous improvement in all aspects of our organisation;
  8. To measure customer satisfaction.

The Chief Executive sees all incoming post and any communication which is perceived to be a complaint is logged and then the response followed up. This correspondence is then analysed to ascertain whether the complaint is valid and, annually, Trustees receive a report of the number of valid complaints received and how this compares, in percentage terms, with the total volume of incoming correspondence.

All complaints should, in the first instance, be addressed to the Chief Executive. Failing a satisfactory response, correspondents are invited to write to the Chairman of the Board of Trustees, care of the Estate Office; all correspondence addressed to the Chairman or to the Board is forwarded.