Complaints procedure

A guide to The Built Environment's Building and Technical Services Complaints Procedure

If you wish to make a complaint we recommend you email the manager of the particular Service Area.  Please check the website or contact the helpdesk for email contact details.

Telephone complaints and complaints in person will be handled immediately wherever possible by an appropriate member of staff, depending on the nature of the complaint.

In response to your written complaint Built Environment undertake to reply in full to a letter of complaint concerning services within 10 working days of receipt by us, except in exceptional circumstances beyond our control such as industrial action or when waiting for a response from a third party etc.

In responding to a complaint the Service will use its best endeavours to:

  • provide a satisfactory explanation and advise you who to contact within the Service if you are dissatisfied with the response; AND where appropriate
  • apologise and resolve the problem that caused the complaint;

What to do if you are dissatisfied with a response to your complaint

If you are dissatisfied with the outcome of your written complaint please contact Ben Middleton, Assistant Director of Estates and Property at