Site Office

Wallace Close, Oldbury. B69 1HX

Key Lovell Site Staff

Andy Elwell, Site Manager

Andy Coleman, Senior Site Manager

Lisa Elwell, Resident Liaison Officer M: 07870 856423

Senior Project Manager, Paul Meakin

Out of Hours Contact Number T: 0151 343 2787

Regional Head Office

Building 7, 18 Ridgeway, Quinton Business Park. Birmingham. B32 1AF

T: 0121 421 8300

Alternatively you can email us directly at darleyhouse@lovell.co.uk

Complaints Process

Who should I contact with my complaint?

Please go to your RLO with any complaint.

Who should I contact if my complaint relates to my RLO?

Please call the office number in your resident pack and ask to speak to the Project Manager.

Do I need to write a letter to submit my complaint?

We accept complaints verbally. Your RLO would write down your complaint so that we have a written record of it, and you would sign to agree that was the complaint you made. You can also submit a complaint via letter, email, or text message.

How long will you take to acknowledge my complaint?

We aim to acknowledge complaints within 2 working days.

How long will you take to let me know the outcome of my complaint?

We will aim to let you know the outcome of your complaint within 10 working days after we’ve acknowledged it.

What should I do if I’m not happy with the outcome of my complaint?

Our complaints process has two stages. If you aren’t happy with the outcome of the stage one complaint, you are entitled to ask us to move it to stage two, where it will be looked at by a different team. If you’re not happy with the outcome at stage two, you can escalate to your landlord.