We aim to complete SAP Assessments swiftly and in line with our client's expectations, however we recognise we may not always meet these standards and welcome comments or complaints.

Should you wish to comment on our services, please contact us by telephone, email or letter - you can find our contact details on our website - www.homegreenhome.uk 

We aim to resolve any complaints immediately, but if our initial proposal is not sufficient, please put your complaint in writing through either email or a letter. We will contact you within 10 working days to acknowledge receipt of the complaint, and aim to formally respond to your complaint within 21 working days of receipt.

Our services are accredited by the Elmhurst Accreditation Scheme.

In compliance with Elmhurst complaints procedure, we will:
- Provide the complainant with a copy of this complaints procedure.
- Notify Elmhurst of the details of the complaint within two weeks of receipt.
- Make best efforts to resolve the complaint to the satisfaction of the complainant.
- Notify Elmhurst once the complaint is resolved.

Where Home Green Home are unable to resolve the complaint to the satisfaction of the complainant, Home Green Home will:
- Provide the contact details for Elmhurst Energy to the complainant to allow Elmhurst to escalate the matter.
- Cooperate fully with Elmhurst whilst the matter is investigated.
- Comply fully with any actions determined necessary by Elmhurst Energy to resolve the complaint.

We will notify the Accreditation Scheme of any complaint we receive with details of the outcome if we were able to resolve the matter to your satisfaction. We will also keep a history of each complaint, which will be made available to the scheme on request.

Date Created: 18th June 2024

Date of Last Review: 18th June 2024