Complaints procedure

AXO is a member of the ANUK/Unipol National Code, which sets out how member accommodation providers must handle complaints. This page explains how to raise one.

Step 1 — talk to your on-site team

Most issues are fastest to resolve directly with your building's team — email info@axoliving.com naming your property, or speak to the team on site.

Step 2 — put it in writing to AXO

If it is not resolved, or it is serious, put it in writing to info@axoliving.com or call 020 3307 1970. Tell us what happened, what you would like to happen, and how to reach you. We aim to acknowledge a written complaint quickly and respond substantively within a reasonable timescale.

Step 3 — independent escalation

If you have been through our internal process and remain unsatisfied, the ANUK/Unipol National Code provides an independent route for unresolved complaints against member accommodation, run by the Code rather than by AXO.

Emergencies

For anything urgent and safety-related, contact your on-site team directly rather than waiting on this process.