Complaints procedure.
Hone’s Complaints Procedure.
At Hone, we are committed to providing high-quality service and maintaining an exceptional living environment for all our residents.
If you have any concerns or issues, we encourage you to follow the steps outlined below to ensure that your complaint is addressed effectively.
We value your experiences and feedback, and we believe that open, honest communication is vital to create a positive living environment. We want to ensure you feel safe and supported throughout the complaint process.
Step 1. Informal resolution.
We encourage residents to first discuss any issues experienced with a member of the Hone Management Team. Most issues can be resolved quickly through open communication. Unless the issue is an emergency, please report it via email or through the Hone Residents App, so that there’s a written record for reference.
Contact information:
Email: hello@homebyhone.com
Hone Residents App: Concierge > Forms > General Enquiry
Phone: +44 (0)20 3074 0000
Step 2. Formal complaint submission.
If your issue has not been resolved informally, you can submit a formal complaint in writing via email or through the Hone Residents App (details above). To help us investigate efficiently, please include as much relevant information as possible, such as:
- A clear description of the issue(s).
- Any relevant dates or time periods.
- Any actions already taken to resolve the issue.
- Your desired resolution or outcome.
Upon receipt of your formal complaint, we will acknowledge it within 48 hours.
The Hone Management Team will then thoroughly investigate the matter, which may involve gathering information from other team members or residents. You will be informed of the progress and outcome within 3-5 working days.
Depending on our findings, we may take the following actions (but not limited to):
- Addressing the issue directly with those involved.
- Providing clarification on policies or procedures.
- Offering a resolution or compensation, where appropriate.
Step 3. Initial escalation process.
If you are not satisfied with the outcome, you can request a review by a senior manager at Hone. Upon receiving your request for escalation, we will acknowledge it within 48 hours.
The senior manager will conduct a secondary investigation and inform you of the progress and outcome within 5-7 working days.
Step 4. Further escalation process.
If the matter is still unresolved, you may escalate the complaint to the Director of Operations and Customer Experience, who will carry out a final review and decision.
We will acknowledge receipt within 3 working days. The Director of Operations and Customer Experience will conduct a final investigation, and you will be informed of the progress and outcome within 7-10 working days.
Confidentiality and non-retaliation.
At Hone, we take your privacy seriously and are committed to handling all complaints with the utmost confidentiality. We understand that residents may feel vulnerable or uncertain about raising sensitive concerns. Please be assured your complaint will be treated with care and discretion.
Confidential handling of complaints.
All information you provide – including personal details, the nature of your complaint and any supporting documents will be kept confidential and only shared with those who need to be involved in resolving the matter. This may include relevant members of the Hone Management Team, or legal representatives if necessary. We will not disclose your information to other residents or third parties without your consent, unless required by law.
Internal use only.
All complaints are documented and securely stored in our system. Access is strictly limited to authorised team members and used solely for the purpose of resolving your complaint.
Retention of complaint records.
Complaints will be retained for five years (or as required by law), to support future reference or dispute resolution. Once the retention period expires, records will be securely disposed of.
Non-retaliation policy.
You will not face any form of retaliation or negative consequences for raising a complaint. Retaliation may include, but is not limited to eviction threats, increased rent, harassment, or mistreatment. Any such behaviour will be taken seriously and fully investigated.
If you believe you’ve experienced retaliation after submitting a complaint, please report it immediately to a senior manager at Hone or The Director of Operations and Customer Experience. We will respond promptly and take appropriate action.
We value your feedback and strive to continuously improve the living experience for all Hone residents. Thank you for bringing any concerns to our attention.