We hope your time living with us is a positive one, free from any issues or complaints.
But we also know that sometimes, things come up that you may want to raise with us. In most cases, the quickest way to sort things out is by speaking directly with your property team—they’re on hand every day and can often resolve matters there and then.
If you’ve already spoken to them, or feel your concern needs to be taken further, you can use our formal complaints process below.
How to raise a concern or complaint
To make an official complaint, you can raise this via the property manager, over email or through our dedicated form.
Please ensure you follow the below steps so we can help as swiftly and accurately as possible:
1. Be clear. Tell us what happened
The more detail you can share, the better we can act. Please include:
- What the issue is (and where)
- Dates, times, and who was involved
- Any steps you’ve already taken to try to resolve it
- What outcome you’d like to see
2. Fill in our Feedback & Complaints Form
Submit all your information through our dedicated form. Once we receive it, you’ll get an acknowledgement that it’s in our hands. We’ll forward it to the Property Manager or the most relevant team member.
3. We’ll investigate (if needed)
If your complaint warrants investigation, we’ll dig into the details. That might involve talking to those involved, reviewing evidence, or visiting the property.
4. You’ll hear back from us—fast
We aim to respond with an initial outcome within 3 working days. If we can’t meet that because it needs extra work, we’ll let you know and share a timeline.
5. Let’s talk it through
You’re welcome to meet (or chat via phone/video) with the Property Manager to discuss the outcome. If you feel things aren’t fully resolved, we’ll explore further escalation within our team.
Escalation and next steps
If you’re not satisfied with how your issue has been handled, here’s what you can do next:
- Let us know you’d like to escalate. We’ll direct your complaint to a senior manager or another impartial person.
- We’ll review the case again, involving fresh eyes if necessary.
- We’ll provide a final written decision, and explain any remedies or next steps.
We may not always be able to agree to every request—but we promise to treat your complaint fairly, with honesty and respect.
A few extra notes
- Raising a genuine concern won’t ever hurt your standing with us.
- We sometimes can’t act on anonymous complaints, unless there’s enough information to follow up.
- Complaints about behaviour or issues involving staff may be handled alongside or referring to our HR policies; where confidentiality prevents full disclosure, we’ll still let you know the outcome in broad terms.
Download our complaints policy in full
At Fusion, your voice is part of how we grow. Thank you for trusting us to listen—and to act.