---
title: How will I be updated on my complaint?
description: Learn how Morro keeps you updated during a complaint, including acknowledgement times, escalation updates and what to do if you need to follow up.
---
[Skip to content](https://help.bymorro.com/how-will-i-be-updated-on-my-complaint#main-content)
English - United Kingdom
Show submenu for translations
[Need more help?](https://help.bymorro.com/kb-tickets/new?hsLang=en-gb)
[](https://bymorro.com/)
Open main navigation
Close main navigation
- English - United Kingdom
Show submenu for translations
- [Need more help?](https://help.bymorro.com/kb-tickets/new)
How can we help you?
- There are no suggestions because the search field is empty.
1. [Morro Knowledge Base](https://help.bymorro.com/?hsLang=en-gb)
2. [Complaints, feedback and support](https://help.bymorro.com/complaints-feedback-and-support?hsLang=en-gb)
3. [Complaints process](https://help.bymorro.com/complaints-feedback-and-support?hsLang=en-gb#complaints-process)
# How will I be updated on my complaint?
The Morro team will keep you updated at each stage of your complaint, so you know what is happening and what to expect next.
After you raise a complaint with the General Manager at your building, the team will acknowledge it and aim to respond with an initial outcome within **5 working days**. If your complaint needs more investigation, they will let you know and explain what is being reviewed.
If you escalate your complaint to the wider Morro team, it will be acknowledged within **3 working days**. From there, Morro will aim to provide a full response as quickly as possible. Some more complex complaints may take up to **4 weeks**.
### How updates are shared
- **By email**, where the complaint has been raised or escalated in writing.
- **Through the Morro App**, where relevant to the issue.
- **In person or by phone**, if the team needs to speak with you directly.
If there is a delay, the team will explain the reason and keep you informed. If you have not received an update within the expected timeframe, contact your General Manager, use the Morro App or get in touch through [bymorro.com](https://www.bymorro.com).
- [Finding a home with Morro](https://help.bymorro.com/finding-a-home-with-morro?hsLang=en-gb#main-content)
- [Available homes and locations](https://help.bymorro.com/finding-a-home-with-morro?hsLang=en-gb#available-homes-and-locations)
- [Furnishing options](https://help.bymorro.com/finding-a-home-with-morro?hsLang=en-gb#furnishing-options)
- [Pet-friendly homes](https://help.bymorro.com/finding-a-home-with-morro?hsLang=en-gb#pet-friendly-homes)
- [Accessibility and adaptations](https://help.bymorro.com/finding-a-home-with-morro?hsLang=en-gb#accessibility-and-adaptations)
- [Enquiries and viewings](https://help.bymorro.com/enquiries-and-viewings?hsLang=en-gb#main-content)
- [Making an enquiry](https://help.bymorro.com/enquiries-and-viewings?hsLang=en-gb#making-an-enquiry)
- [Booking a viewing](https://help.bymorro.com/enquiries-and-viewings?hsLang=en-gb#booking-a-viewing)
- [Virtual vs in-person viewings](https://help.bymorro.com/enquiries-and-viewings?hsLang=en-gb#virtual-vs-in-person-viewings)
- [What to expect at a viewing](https://help.bymorro.com/enquiries-and-viewings?hsLang=en-gb#what-to-expect-at-a-viewing)
- [Application process](https://help.bymorro.com/application-process?hsLang=en-gb#main-content)
- [How to apply](https://help.bymorro.com/application-process?hsLang=en-gb#how-to-apply)
- [Required documents](https://help.bymorro.com/application-process?hsLang=en-gb#required-documents)
- [Affordability criteria](https://help.bymorro.com/application-process?hsLang=en-gb#affordability-criteria)
- [Referencing checks](https://help.bymorro.com/application-process?hsLang=en-gb#referencing-checks)
- [Guarantors](https://help.bymorro.com/application-process?hsLang=en-gb#guarantors)
- [Holding deposits](https://help.bymorro.com/application-process?hsLang=en-gb#holding-deposits)
- [Application timelines](https://help.bymorro.com/application-process?hsLang=en-gb#application-timelines)
- [Application outcomes](https://help.bymorro.com/application-process?hsLang=en-gb#application-outcomes)
- [Signing your agreement](https://help.bymorro.com/application-process?hsLang=en-gb#signing-your-agreement)
- [Moving in](https://help.bymorro.com/moving-in?hsLang=en-gb#main-content)
- [Pre-move-in checklist](https://help.bymorro.com/moving-in?hsLang=en-gb#pre-move-in-checklist)
- [Key collection and access](https://help.bymorro.com/moving-in?hsLang=en-gb#key-collection-and-access)
- [Inventory and inspections](https://help.bymorro.com/moving-in?hsLang=en-gb#inventory-and-inspections)
- [Setting up your home](https://help.bymorro.com/moving-in?hsLang=en-gb#setting-up-your-home)
- [First-day essentials](https://help.bymorro.com/moving-in?hsLang=en-gb#first-day-essentials)
- [Rent and other payments](https://help.bymorro.com/rent-and-other-payments?hsLang=en-gb#main-content)
- [Paying your rent](https://help.bymorro.com/rent-and-other-payments?hsLang=en-gb#paying-your-rent)
- [Payment methods](https://help.bymorro.com/rent-and-other-payments?hsLang=en-gb#payment-methods)
- [What’s included in your rent](https://help.bymorro.com/rent-and-other-payments?hsLang=en-gb#whats-included-in-your-rent)
- [Additional charges and fees](https://help.bymorro.com/rent-and-other-payments?hsLang=en-gb#additional-charges-and-fees)
- [Rent reviews and changes](https://help.bymorro.com/rent-and-other-payments?hsLang=en-gb#rent-reviews-and-changes)
- [Missed or late payments](https://help.bymorro.com/rent-and-other-payments?hsLang=en-gb#missed-or-late-payments)
- [Your home and appliances](https://help.bymorro.com/your-home-and-appliances?hsLang=en-gb#main-content)
- [Appliances and how to use them](https://help.bymorro.com/your-home-and-appliances?hsLang=en-gb#appliances-and-how-to-use-them)
- [Heating and hot water](https://help.bymorro.com/your-home-and-appliances?hsLang=en-gb#heating-and-hot-water)
- [Fixtures and fittings](https://help.bymorro.com/your-home-and-appliances?hsLang=en-gb#fixtures-and-fittings)
- [Furniture and furnishings](https://help.bymorro.com/your-home-and-appliances?hsLang=en-gb#furniture-and-furnishings)
- [Decorating your home](https://help.bymorro.com/your-home-and-appliances?hsLang=en-gb#decorating-your-home)
- [Repairs, maintenance and emergencies](https://help.bymorro.com/repairs-maintenance-and-emergencies?hsLang=en-gb#main-content)
- [Reporting a repair](https://help.bymorro.com/repairs-maintenance-and-emergencies?hsLang=en-gb#reporting-a-repair)
- [Emergency repairs](https://help.bymorro.com/repairs-maintenance-and-emergencies?hsLang=en-gb#emergency-repairs)
- [Response times](https://help.bymorro.com/repairs-maintenance-and-emergencies?hsLang=en-gb#response-times)
- [Access for contractors](https://help.bymorro.com/repairs-maintenance-and-emergencies?hsLang=en-gb#access-for-contractors)
- [Planned maintenance](https://help.bymorro.com/repairs-maintenance-and-emergencies?hsLang=en-gb#planned-maintenance)
- [Building access, safety and security](https://help.bymorro.com/building-access-safety-and-security?hsLang=en-gb#main-content)
- [Keys, fobs and access control](https://help.bymorro.com/building-access-safety-and-security?hsLang=en-gb#keys-fobs-and-access-control)
- [Visitor access](https://help.bymorro.com/building-access-safety-and-security?hsLang=en-gb#visitor-access)
- [Fire safety](https://help.bymorro.com/building-access-safety-and-security?hsLang=en-gb#fire-safety)
- [Security measures](https://help.bymorro.com/building-access-safety-and-security?hsLang=en-gb#security-measures)
- [Lost keys or lockouts](https://help.bymorro.com/building-access-safety-and-security?hsLang=en-gb#lost-keys-or-lockouts)
- [Amenities and shared spaces](https://help.bymorro.com/amenities-and-shared-spaces?hsLang=en-gb#main-content)
- [Available amenities](https://help.bymorro.com/amenities-and-shared-spaces?hsLang=en-gb#available-amenities)
- [Booking shared spaces](https://help.bymorro.com/amenities-and-shared-spaces?hsLang=en-gb#booking-shared-spaces)
- [Guest policies](https://help.bymorro.com/amenities-and-shared-spaces?hsLang=en-gb#guest-policies)
- [Policies and responsibilities](https://help.bymorro.com/policies-and-responsibilities?hsLang=en-gb#main-content)
- [House rules](https://help.bymorro.com/policies-and-responsibilities?hsLang=en-gb#house-rules)
- [Noise and anti-social behaviour](https://help.bymorro.com/policies-and-responsibilities?hsLang=en-gb#noise-and-anti-social-behaviour)
- [Pets policy](https://help.bymorro.com/policies-and-responsibilities?hsLang=en-gb#pets-policy)
- [Smoking policy](https://help.bymorro.com/policies-and-responsibilities?hsLang=en-gb#smoking-policy)
- [Waste and recycling](https://help.bymorro.com/policies-and-responsibilities?hsLang=en-gb#waste-and-recycling)
- [Changes during your tenancy](https://help.bymorro.com/changes-during-your-tenancy?hsLang=en-gb#main-content)
- [Adding or removing residents](https://help.bymorro.com/changes-during-your-tenancy?hsLang=en-gb#adding-or-removing-residents)
- [Transfers to another home](https://help.bymorro.com/changes-during-your-tenancy?hsLang=en-gb#transfers-to-another-home)
- [Requests for modifications](https://help.bymorro.com/changes-during-your-tenancy?hsLang=en-gb#requests-for-modifications)
- [Absences and subletting](https://help.bymorro.com/changes-during-your-tenancy?hsLang=en-gb#absences-and-subletting)
- [Updating your details](https://help.bymorro.com/changes-during-your-tenancy?hsLang=en-gb#updating-your-details)
- [Ending your tenancy and moving out](https://help.bymorro.com/ending-your-tenancy-and-moving-out?hsLang=en-gb#main-content)
- [Giving notice](https://help.bymorro.com/ending-your-tenancy-and-moving-out?hsLang=en-gb#giving-notice)
- [Notice periods](https://help.bymorro.com/ending-your-tenancy-and-moving-out?hsLang=en-gb#notice-periods)
- [Move-out process](https://help.bymorro.com/ending-your-tenancy-and-moving-out?hsLang=en-gb#move-out-process)
- [Cleaning and condition](https://help.bymorro.com/ending-your-tenancy-and-moving-out?hsLang=en-gb#cleaning-and-condition)
- [Deposit returns](https://help.bymorro.com/ending-your-tenancy-and-moving-out?hsLang=en-gb#deposit-returns)
- [Complaints, feedback and support](https://help.bymorro.com/complaints-feedback-and-support?hsLang=en-gb#main-content)
- [Raising a complaint](https://help.bymorro.com/complaints-feedback-and-support?hsLang=en-gb#raising-a-complaint)
- [Complaints process](https://help.bymorro.com/complaints-feedback-and-support?hsLang=en-gb#complaints-process)
- [Escalations](https://help.bymorro.com/complaints-feedback-and-support?hsLang=en-gb#escalations)
- [Providing feedback](https://help.bymorro.com/complaints-feedback-and-support?hsLang=en-gb#providing-feedback)
- [Contacting support](https://help.bymorro.com/complaints-feedback-and-support?hsLang=en-gb#contacting-support)
[](https://bymorro.com)
Copyright © 2026, ByMorro