We are committed to providing a high level of customer service to all our residents. We seek to treat all customers equally, to gain their trust and confidence, and to promote an open and friendly approach.

We support all suggestions and recommendations for improvements to customer care from all members of staff, residents, tenants and visitors. We practice continuous improvement in customer service in all aspects of our organisation.

Feedback and Complaints

The Dulwich Estate prides itself on the service that it provides to customers. However from time to time, problems may occur that result in a customer making a complaint. In dealing with any complaint received we have the following process:

If your complaint/feedback is regarding a property matter, your first approach should always be to contact your property manager. Your manager knows your development and should be able to readily assist you.

If your feedback relates to the Scheme of Management, please email the Scheme of Management Administrator, Nina Rickman.

If your complaint/feedback is non property related, or you feel that your complaint is unresolved after speaking with your property manager, please follow the steps below.

Please send complaints/feedback to: customerservices@thedulwichestate.org.uk.

When your complaint/feedback is received, you will receive an email acknowledgement within 3 working days.

Stage one

Following the acknowledgement of your complaint/feedback, a member of the customer service team will review the comments you have made and contact the relevant team manager for their input and information before responding to you.

We will aim to provide you with a full response within 10 working days. If you are unhappy with the response, you can escalate your complaint/feedback to stage two for a review by the senior management team.

Stage two

Following the acknowledgement of your escalated complaint, a member of the senior management team will review the information given and will respond to you directly. Please allow a further 10 working days for a reply.