If you are unhappy about the events or services that we provide we would like to hear about it – without your feedback we cannot improve.

Our commitment to you

Habitats & Heritage is committed to providing high quality events and services. We work collaboratively with many organisations across the London Boroughs we are part of, and interface with many stakeholders and communities. We are committed to providing everyone with a quality experience and to continuously improve but we realise that there are times when we don’t always succeed.

How to make a complaint

If you are not happy about an event or service that you receive, it is best to let Habitats & Heritage know either by email or letter.

  • Email: hello@habitatsandheritage.org.uk
  • Postal address:

Habitats & Heritage
ETNA Community Centre
13 Rosslyn Road
East Twickenham

We will log the complaint and make sure that it is assigned to the most appropriate person to look into it for you. You will be sent an email or letter confirming that the complaint has been received and telling you the name of the person who is dealing with your complaint.  The letter will also tell you how long it will take and when we expect to be able to send you a response.  We aim to respond to all complaints within 20 working days of receipt.

If you are not satisfied with the outcome

If you are not satisfied with the outcome, please let us know within 10 working days of receiving the response. Please clearly state the points you disagree with and why.  A different person will investigate your appeal and respond further within 20 working days.  The outcome of the appeal is final.

Acting on results

We will do everything we can to put things right and will review our procedures where necessary to stop problems happening again.

Your voice

We hope you agree that most of the time we do provide a good quality service. We value all feedback from our stakeholders and would also like to hear from you about what you think we do well.

Habitats & Heritage October 2023