Clay – CLAY SQ Complaints Procedure

Operational Complaint Policy

Native Communities aims to provide a high quality of service at all times. If it is felt that we haven’t achieved our expected level of service, this procedure will enable you to escalate issues or concerns that you have been unable to resolve with your local site team. This procedure has four stages;

Stage one gives our Community Manager the opportunity to review and consider your complaint in full. We will always endeavour to assess the facts fairly and our goal is to find an amicable solution to enable us to resolve your complaint, to your satisfaction.

Stage two gives the opportunity for our leadership team to review and consider your complaint in full.

Stage three gives the opportunity for our executive team to review and consider your complaint in full.

Stage four gives you the opportunity to have your complaint reviewed and considered by an independent redress provider if you are not happy with our final viewpoint.

Building Safety Complaint Policy

Native Communities aims to provide a safety environment for all residents, at all times. If it is felt that we haven’t achieved this then we’d welcome you to get in touch; this process enables you to escalate issues or concerns that you may have.

We have created a separate complaints policy for where building safety is concerned, to ensure it is dealt with by the appropriate personnel.
A building safety complaint can be in relation to;

Failure of any fire or life safety systems within your building
The spread or potential spread of fire within your building
Your ability to evacuate safely in an emergency
Structural failure of a building

With regard to the above, a complaint can also be in relation to;

Any communication concerning the above issues
Any responses concerning the above issues
Ongoing management of any of the above areas

In relation to Building Safety, Native Communities represent the building owner, the principle accountable person (‘PAP’) and we operate a
complaints procedure for them. We inform them of all valid building safety complaints that reach stage 3, however if you would like details of
who the PAP at your building, you can find those details here – https://register-high-rise-building.hse.gov.uk/public-register/search

The post code for your building is M50 3BX

Last updated: November 24, 2025

Operational Complaint - Stage One

If you have been unable to resolve your complaint with the onsite team, you may escalate the matter in writing to your Community Manager. We ask that you put your complaint in writing to ensure we have a full understanding of the nature of, and reasons for, your complaint. Please provide as much detail as possible including:

what service we are providing
where you consider we have failed to meet expected standards
what solution you would ideally like to reach

You can write to us at:

Riana Ladzianska, Community Manager, Clay Life Salford Quays, 3 and 4 Anchorage Quay Salford, The Quays, Manchester M50 3BX

E: Riana.Ladzianska@native-communities.com

We will acknowledge receipt of your complaint within 3 working days. We will investigate the circumstances of your complaint, including contacting the local site team, and we will provide a summary of our findings within 15 working days of sending our acknowledgement receipt.

Operational Complaint - Stage Two

If you are not satisfied after having received our response, you have the opportunity to take your complaint to stage two, where a member of the Native Communities Leadership Team will review your complaint.

We will acknowledge receipt of your escalated complaint within 3 working days. We will investigate the circumstances of your complaint, including contacting the local site team and Community Manager involved previously. We will provide a summary of our findings within 15 working days of sending our acknowledgment receipt.

You can write to us at:

Bex Hetherington Rothwell, Head of Operations North, United House, 9 Pembridge Road, London, W11 3JY

E: bex.hetherington@native-communities.com

Operational Complaint - Stage Three

We will acknowledge receipt of your escalated complaint within 3 working days. We will investigate the circumstances of your complaint including the local office, and senior management and leadership teams involved previously. We will provide our final response within 15 working days of sending our acknowledgment receipt.

You can write to us at:

Rajiv Mehta, Director of Operations UK, United House, 9 Pembridge Road, London, W11 3JY

E: rajiv.mehta@native-communities.com

Operational Complaint - Stage Four

If you are still not satisfied when you have received our final viewpoint, or more than 8 weeks has elapsed since your complaint was first made, you have the opportunity to take your complaint to an independent redress provider.

The Property Ombudsman (TPOS), is free to consumers and will consider all consumer complaints including residential sales, lettings and property management. It is the approved redress scheme for residential estate agents in the United Kingdom under the Consumers, Estate Agents and Redress Act 2007, and for residential lettings/managing agents under the Enterprise and Regulatory Reform Act 2013. Referrals must be made within 12 months of the our final viewpoint response including any evidence to support your complaint. Our TPOS registration number is D13506.

The contact details for TPOS are:

The Property Ombudsman, Milford House, 43-55 Milford Street Salisbury, Wiltshire SP1 2BP

T: 01722 333306

E: admin@tpos.co.uk

W: www.tpos.co.uk

We hope this procedure clearly outlines how to escalate an issue you have been unable to resolve with your local site team, the steps we will follow when we receive a formal complaint and the options open to you if you are unhappy with our findings.

Building Safety Complaint - Stage One

If you have been unable to resolve your complaint with the onsite team, you may escalate the matter in writing to your Facilities Manager. We ask that you put your complaint in writing to ensure we have a full understanding of the nature of, and reasons for, your complaint.

Please provide as much detail as possible including:

What service we are providing
Where you consider we have failed to meet expected standards
What solution you would ideally like to reach

You can write to us at: Riana Ladzianska, Community Manager, Clay Life Salford Quays, 3 and 4 Anchorage Quay Salford, The Quays, Manchester M50 3BX

Alternatively you can email Riana.Ladzianska@native-communities.com

Building Safety Complaint - Stage Two

If you are not satisfied after having received our response, you have the opportunity to take your complaint to stage two, where a member of the central Health & Safety Team will review your complaint. We will acknowledge receipt of your escalated complaint within 3 working days. We will investigate the circumstances of your complaint, including contacting the local site team and Facilities Manager involved previously. We will provide a summary of our findings within 15 working days of sending our acknowledgment receipt.

You can write to us at: Health & Safety Team, Native Communities, United House, 9 Pembridge Road, London, W11 3JY

Alternatively you can email: healthandsafety@native-communities.com

Building Safety Complaint - Stage Three

If you are still not satisfied upon receiving our response, you have the opportunity to take your complaint to Stage 3, where a member of the Native Communities Executive team will review your complaint. We will acknowledge receipt of your escalated complaint within 3 working days. We will investigate the circumstances of your complaint including the teams involved previously. We will provide our final
response within 15 working days of sending our acknowledgment receipt. We will confirm that the principle accountable person has been informed.

You can write to us at: Jake Matthews, Director of Facilities Management, Native Communities, United House, 9 Pembridge Road, London, W11 3JY

Alternatively you can email: Jake.matthews@native-residential.com

Building Safety Complaint - Stage Four

If you are not satisfied with our response, then you have the option to raise this directly with The Building Safety Regulator (BSR) via this link: https://www.gov.uk/guidance/contact-the-building-safety-regulator