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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.