Complaints Procedure for Newham House Clearance
Newham House Clearance aims to provide a reliable rubbish removal and waste management service across the service area. This complaints procedure sets out how to raise concerns about house clearance, junk removal and related waste clearance activities. It is intended to be fair, transparent and proportionate. If a customer or third party believes our clearance work or removal team has not met expected standards, this procedure explains the steps we take to investigate and resolve issues.We handle complaints about collection schedules, incorrect disposal, damage during a clearance, or safety and environmental concerns. The process covers smaller domestic clearances through to larger house clearouts and commercial tidy-ups. Our aim is to respond promptly while balancing thorough investigation with practical remedial actions. Complaints are recorded and treated confidentially, subject to legal and regulatory requirements. Please note: this page outlines procedure only and does not provide legal advice.
How to make a complaint: raise the matter clearly and provide supporting information where possible, such as dates, locations and descriptions of the problem. You should include photographs or lists of affected items where available to speed up assessment. Complaints may be submitted verbally during an on-site visit or in writing. We will ask for clarifying details if required and will confirm receipt as described below.
On receiving a complaint, we log the issue in our internal register and allocate a unique reference number. This helps track progress and ensures nothing is overlooked. The first step is an acknowledgement which confirms we have received your concern and sets out expected timeframes for investigation. A standard acknowledgement is made within 3 working days, unless circumstances require a longer initial review.
The investigation aims to be impartial. It will typically include: speaking to staff involved, reviewing the job record and waste transfer documentation, checking photographic evidence and, where appropriate, arranging a site visit. The investigator will assess whether policies and environmental responsibilities were followed. Investigations consider recycling and disposal methods as part of our commitment to responsible waste handling in the area.
Outcome possibilities include an explanation, an apology, operational changes, reassessment of disposal procedures or, where appropriate, corrective action such as removal of remaining items or arranging a rectifying visit. We may also offer a gesture of goodwill in cases of clear operational failure. Any remedy is proportionate to the issue and aims to ensure future operations meet our service standards for house clearance and rubbish collection.
Timeframes and escalation: most complaints are resolved within 10 working days. If further investigation is needed — for example, complex waste disposal disputes or third-party contractor queries — we will keep all parties updated and agree revised timescales. If you are dissatisfied with the initial outcome, the complaint can be escalated internally for a senior review. Escalation triggers an additional review and response within a further 10 working days.
Record keeping: we maintain a secure record of complaints, actions taken and outcomes for monitoring and regulatory purposes. These records help identify trends, recurring issues and training needs for crews and removal teams. Records are retained in line with regulatory requirements and our internal data retention policies to support continuous improvement across our clearance and rubbish removal services.
Below is a brief overview of the standard steps we follow:
- Receipt and acknowledgement of the complaint
- Allocation of a reference and preliminary assessment
- Investigation and evidence gathering
- Decision and proposed remedy
- Escalation and final review if required
We are committed to continuous improvement. Trends identified through complaints about house clearances, waste transfers or site handling help shape policy updates and training. Where environmental or safety issues surface, procedures are reviewed promptly to reduce recurrence. Our aim is to protect property, respect neighbours and ensure responsible disposal when carrying out any form of clearance or rubbish collection service.
Independent review and unresolved complaints
If a complaint cannot be resolved internally, we will explain any further options that may be available, such as referring the matter to an independent ombudsman or a relevant regulator depending on the nature of the dispute. For disputes involving third-party contractors, we will supply factual records of actions taken and the findings of our investigation to assist any independent review.