Complaints Procedure for Gardeners Islington

Purpose: This complaints procedure explains how our gardening team responds to concerns and formal complaints about services provided by Gardeners Islington and related teams operating across the service area. The aim is to resolve issues fairly, promptly and transparently while learning from every case to improve future work. We set out clear steps so that customers and stakeholders understand what to expect when a concern is raised, from acknowledgement through to final resolution.

Scope and definitions

Scope: This policy applies to any service delivery matter including landscaping, maintenance, planting, lawn care, pruning, and seasonal contracts carried out by Islington gardeners and associated crews. A complaint is any expression of dissatisfaction about the standard of service, behaviour of staff, workmanship or failure to meet agreed schedules. It is distinct from routine questions or requests for further information, which will be handled as standard service enquiries.

How to raise a concern: Complaints should be raised clearly and promptly. Our team encourages an initial attempt to discuss the issue with the operative or supervisor on site or the project lead so that simple matters can be resolved immediately. If an informal resolution is not possible, the complainant should submit a formal complaint in writing, describing:

• the nature of the issue;
• where and when the work took place;
• any steps already taken to resolve it;
• desired outcome or remedy.

Acknowledgement and initial review: On receipt of a formal complaint our complaints coordinator will acknowledge it within three working days. The acknowledgement confirms the complaint has been logged and explains the next steps. We commit to treating every complaint with respect and confidentiality, and to keeping relevant correspondence on file for the purpose of investigation and future service improvement.

Investigation process

The investigation will be proportionate to the seriousness of the complaint. A senior member of the gardening company or an appointed manager will review records, speak to the operative(s) involved and, where appropriate, visit the site. We may request additional information or photographs from the complainant. The investigation aims to establish facts, identify any failure to meet standards and agree practical remedial actions. Wherever possible we seek to resolve complaints within 15 working days; more complex cases may take longer and will be given a clear revised timescale.

Interim measures and safety: If a complaint raises health, safety or environmental concerns, we will take immediate interim measures to secure the site and prevent further harm while the full investigation proceeds. Any urgent remedial work required to make a site safe may be carried out pending full resolution, with costs investigated as part of the complaint outcome.

Outcomes and remedies Our preferred outcome is to agree a fair remedy with the customer. Remedies may include one or more of the following:

• re-doing the relevant work within an agreed timescale;
• partial or full financial adjustment where appropriate;
• formal apology when standards have not been met;
• changes to scheduling, supervision or materials to prevent recurrence.

All outcomes will be recorded and a formal written response issued setting out findings, reasons and any proposed actions. Where work is redone, the scope and timescale will be agreed in writing to avoid misunderstandings.

Escalation and independent review: If the complainant is not satisfied with the outcome they may request an internal review. An escalation will be conducted by a senior manager not previously involved in the case. In rare circumstances where an independent view is necessary, we will advise how to seek independent adjudication; the procedure aims to remain impartial and fair to all parties involved.

Record-keeping and confidentiality: All complaint records are retained securely for monitoring and quality improvement. Personal information is handled in accordance with data protection principles and shared only with those involved in the investigation and resolution. Confidentiality is maintained except where disclosure is required by law or necessary to protect safety.

Learning and continuous improvement: Complaints are treated as valuable sources of learning. We analyse trends to identify training needs, changes to operating procedures and opportunities to improve communications with customers. The gardening company publishes internal summaries of themes and improvements, and managers are tasked with implementing agreed changes so that recurring issues are reduced over time.

Commitment: Gardeners Islington and associated teams are committed to providing high-quality garden care and to handling complaints professionally and constructively. We aim to resolve disputes promptly, keep complainants informed and use findings to strengthen service delivery across our service area. Customers can expect clear, respectful treatment and a focus on practical, proportionate remedies.