Complaints procedure

Our service

We strive to provide an excellent service in terms of quality of work, timely delivery, professional behaviour, customer service and value for money. As a result we hope that there will be no need for complaints.

However, we recognise that where there is a human element and technology involved there is scope for error. We have therefore, set up a formal procedure to be followed in the event of a service not being delivered in line with our high standards and the customer's aspirations.

Definition of a complaint

For clarity, a distinction will be made between service requests, service queries, follow-up enquiries on jobs and service complaints.

For the purposes of this complaints procedure a complaint is defined as any serious and formal expression of dissatisfaction that requires action or redress and is referring to the service the Estates Division provides, e.g. repetitive failure to resolve or address a reported issue; serious failure of agreed service arrangement; serious breach of service agreement; serious inconvenience caused as a result of Estates action, inappropriate behaviour by a member of Estates staff. All complaints that fall into these categories will be formally logged into a Complaints Log and their progress will be reviewed by the Senior Management until satisfactory close-out.

The process

To ensure that customer enquiries and complaints are dealt with in the most efficient and effective manner customers are requested to follow the steps in this procedure. This will enable the Estates Division to investigate and address the queries and complaints as well as to allow the customer to receive prompt response and resolution. We cannot guarantee that our target response time will be met if the enquiries are not logged through the correct channels.

Our target response times are stated at each stage. In the rare event if / where delays in the response are observed an explanation will be provided to the reason for the delay.

 All queries, follow-up enquiries and complaints are treated with due concern and their resolution is prioritised on the basis of their urgency and merit and in line with current workload, emergencies and staff availability.

*Where complaints have been sent to a named member of staff who is not available to deal with your enquiry, e.g. staff on holiday etc, an out-of-office response will be posted to direct who should be contacted in their absence. Alternatively, please contact Help Desk for direction.

4-stage complaints procedure:

Stage 1 - Enquiry

If you have a query / follow-up enquiry about our service where possible, contact the service provider directly as specified in the table below. Alternatively please contact Help Desk.

The service contact is in the best position to advise on the issue and how to put it right or to offer a progress update. They will also know the history, the current status and future plans for dealing with it. The service providers owe their clients a responsibility for providing a resolution.

Alternatively, please contact Help Desk. This will ensure that the enquiry is received, logged, processed and assigned to the correct colleague for action who will have the responsibility to address the issue as soon as possible. 

Service  Contact details
Facility Management Ancillary – blinds, window cleaning, pest control, etc.     

Contact Help Desk by:

Phone ext. 7956, 6415

Emergency line: ext. 2444

Estates.Follow-up-jobs@lse.ac.uk  
Estates-Help-Desk@lse.ac.uk 

Customer feedback form

Named Project Manager or contact Help Desk as above. 

   
Maintenance
Reactive work to maintain existing facilities and infrastructure, Stores. 
Sustainability & Environmental – inc. waste management
Furniture – re-use and new orders
Capital Development
Building Refurbishments, Projects and New Development 
Cleaning  - inc. Bin collection / Recycling collection
Long Term Maintenance
Work to improve or substantially upgrade existing facilities and infrastructure or replace items which have reached the end of their life expectancy. 
Martyn Fisher, Senior Project Manager on ext. 6548
m.fisher@lse.ac.uk,
or contact Help Desk as above. 
Office Moves & Space Management Management of the allocation of space and office moves   Francesca Ruscoe, Moves and Logistics Manager on ext. 3789, f.ruscoe@lse.ac.uk: or contact Help Desk as above. 
Security Graham Shillabeer, Security Office Manager on ext 7978, g.shillabeer@lse.ac.uk;
Richard Mulcahy, Security Operations Manager on ext. 6589, r.mulcahy@lse.ac.uk,
or contact Help Desk as above
 Room Bookings Rachel Ward, Head of Room Bookings and Commercial Events on ext 7461
r.l.ward@lse.ac.uk
 Post Room Ben Gladstone, Supervisor Post Room on ext 6564
b.gladstone@lse.ac.uk,
David Tyndall, Post Room Assistant on ext.7989 d.p.tyndall@lse.ac.uk
 Sportsground Steve Butter, Groundsman Sports Ground on 020 8942 1229
s.butter@lse.ac.uk 

Response time:  The service provider or Help Desk will aim to send an initial response to the customer within 2 working days* (or sooner in the event of an emergency).  

In the initial response guidance on the anticipated resolution will be offered and where possible an estimated time of completion will be provided.

Follow-up: Every effort will be made to resolve the issue at this stage. The service provider/Help Desk will undertake the follow-up updates on progress with the customer.

* Where complaints have been sent to a named member of staff who is not available to deal with your enquiry, e.g. staff on holiday etc, an out-of-office response will be posted to direct who should be contacted in their absence. Alternatively, please contact Help Desk for direction.

Stage 2 - Complaint registration

In the event of unsatisfactory resolution of your enquiry at Stage 1, please contact the Customer Services Manager:

 Name  Jas Sidhu
 Phone  ext. 7778
 Email estates.follow-up-jobs@lse.ac.ukj.sidhu@lse.ac.uk

The Customer Services Manager will:

  1. Liaise with the relevant manager or Head of Section to investigate and progress the complaint
  2. Log the complaint in the Complaints Log
  3. Respond to the customer
  4. Advise the customer on the corrective action to be put in place
  5. Follow up with the service provider on progress / resolution
  6. Escalate the complaint to Stage 3 if necessary
  7. Analyse the complaint and pass on data to be used by the Senior Management for management purposes

Response time: The Customer Services Manager will aim to send an initial response to the customer within 3 working days*  from when she receives the complaint (or sooner in the event of an emergency).

In the initial response, where appropriate, the result of any investigation will be stated, guidance on the proposed resolution will be offered and where possible an estimated time of completion will be provided.

Follow-up: Every effort will be made to resolve the issue at this stage. If required, the Customer Services Manager will undertake the follow-up updates on progress with the customer unless otherwise advised.

* Where complaints have been sent to a named member of staff who is not available to deal with your enquiry, e.g. staff on holiday etc, an out-of-office response will be posted to direct who should be contacted in their absence. Alternatively, please contact Help Desk for direction.

Stage 3 - Escalation

In the event of unsatisfactory resolution at Stage 2 please contact the Director responsible for the relevant Section:

Service  Contact details:
Facility Management    Cleaning 
Maintenance
Security 
Furniture 
Environmental & Sustainability
Post Room
Room Bookings
Sports Ground
 

Allan Blair
Director of Facilities Management

a.blair1@lse.ac.uk
ext.6748 

Capital Development Projects 
Long Term Maintenance
 
 

Ken Kinsella
Director of Capital Development

k.kinsella@lse.ac.uk
ext.4951 

Moves & Space Management

Richard Jenden
Directory of Property and Space Strategy

r.jenden@lse.ac.uk
ext.3647 

 

Response time: The Director will aim to send an initial response to the customer within 3 working days* from when he/she receives the complaint (or sooner in the event of an emergency). In the initial response, where appropriate, the result of any investigation will be stated,  guidance on the proposed resolution will be offered and where possible an estimated time of completion will be provided.

Follow up: Every effort will be made to resolve the issue at this stage. The Director will advise the customer on a contact for follow-up if required.

* Where complaints have been sent to a named member of staff who is not available to deal with your enquiry, e.g. staff on holiday etc, an out-of-office response will be posted to direct who should be contacted in their absence. Alternatively, please contact Help Desk for direction.

Stage 4 - Appeals

In the event of unsatisfactory resolution at Stage 3 please contact the Director of Estates.

Julian Robinson, ext. 6761, j.s.robinson@lse.ac.uk 

Response time: The Director of Estates will aim to send an initial response to the customer within 3 working days* from when he receives the complaint (or sooner in the event of an emergency). In the initial response, where appropriate, the result of any investigation will be stated, guidance on the proposed resolution will be offered and where possible an estimated time of completion will be provided.

Follow up: This is the last step in the complaints procedure and the intent is that if all previous stages for resolving the complaint fail the Director of Estates will resolve the issue. However, in the rare event where a follow up is needed the Director of Estates will advise the customer on a contact for follow-up.

* Where complaints have been sent to a named member of staff who is not available to deal with your enquiry, e.g. staff on holiday etc, an out-of-office response will be posted to direct who should be contacted in their absence. Alternatively, please contact Help Desk for direction.