Photograph of a flat clearance crew assessing a property exterior before removal

Complaints Procedure for Flat Clearance East Ham

Purpose: This complaints procedure sets out how we manage concerns arising from flat clearance and rubbish removal services in the service area. The aim is to resolve disputes promptly, fairly and transparently. All clients using our flat clearance services can expect a clear process for raising issues. The policy applies to disputes about service standards, damage, missed collections and conduct by staff or contractors, while remaining compliant with relevant consumer and waste management standards.

Scope and guiding principles

We treat every complaint seriously and manage each case with impartiality. Confidentiality is maintained for complainants and any third parties where possible, and we retain records in line with data protection requirements. Our principles are accessibility, responsiveness and proportionality: complaints are handled without undue delay, documented and escalated where necessary. We strive to use complaints as a tool for continuous improvement in our flat clearance operations.

Image showing documentation and photos as evidence for a clearance job

Submitting a complaint

To raise an issue about a flat clearance job or rubbish collection, you should provide a clear description of the concern, relevant dates and any supporting evidence such as photographs or inventory notes. Acceptable formats include written statements and documented photographs. Do not include personal contact details here in public records: submissions will be treated as confidential. Complaints should identify the property or job reference used at booking where available and indicate the desired outcome (for example, rectification, explanation, or review of charges).

Acknowledgement and initial response

We will acknowledge receipt of a complaint within a defined short period and provide an estimated timeline for a full response. Initial checks include verifying the job details, assigned crew, and any photographic record taken at the time of collection. Our standard approach is to confirm receipt and outline the next steps in writing. If immediate action is required to prevent further loss or hazard, we may prioritise those aspects and inform the complainant of interim measures.

Inspector reviewing records and photographs during a clearance investigation

Investigation process

The investigation is conducted by a trained complaints officer or manager who will review records, speak with relevant staff and examine any available evidence. Typical investigative activities include:

Reviewing job sheets and crew notes
Inspecting photographic or video evidence
Interviewing staff and contractors involved

All findings are recorded. The investigator seeks a balanced view and will identify whether service standards or health and safety protocols were breached. Where waste handling or disposal practices are in question, we examine compliance with regulatory obligations.

Outcomes and remedies

Following investigation, we will issue a written response setting out findings and any remedial action. Remedies may include corrective work, partial refunds, account credits or staff retraining where appropriate. Compensation is considered on a case-by-case basis and is proportionate to verified loss or damage. If the complaint reveals systemic issues, we will document required process changes and schedule follow-up audits to ensure improvement.

Escalation and review

If you remain dissatisfied with the outcome, the complaint may be escalated to senior management or a designated review panel. The escalation will involve an independent re-evaluation of the investigation and may include an external advisor when specialist technical issues are involved. Escalation aims to secure a fair resolution without unnecessary delay. Timescales for reviews are communicated at the point of escalation and are kept proportionate to the complexity of the dispute.

File folders and secure records representing complaint record keeping

Record keeping and transparency

We keep a secure record of all complaints, investigations and outcomes for an appropriate retention period. This record supports accountability and enables trend analysis to reduce repeat incidents. Our approach respects data protection rights: personal data is held only as long as necessary to resolve the complaint and meet legal obligations. Records are used for training and quality assurance while maintaining anonymity in published performance reviews.

Team meeting for service improvement after a complaints review

Closure and ongoing improvement

Upon closure we will confirm the outcome in writing, including any corrective actions and what steps were taken to prevent recurrence. We monitor complaints as a performance metric and use aggregated insights to refine procedures, staff training and operational controls across our flat clearance and rubbish removal services. Commitment: we are committed to fair, timely and proportionate resolution and to learning from each case to enhance service standards across the service area.