When Things Go Wrong – Please Tell Us
When things go wrong with our services, for whatever reason, it is vital you tell us about it so we can put it right.
How to Complain
Stage 1. – In the first instance you should raise your complaint with your property manager. They should then endeavour to resolve the issue, or at least identify a solution, within 10 working days. When raising such a complaint it is useful if in any written communication or e-mail you use the word “complaint” in the subject area and when making the compliant by phone please identify that you are raising this matter as a “complaint” and that it should be logged as such.
Stage 2. – If for any reason your complaint is not satisfactorily dealt with by your Property Manager, or is about your property manager, please write marking envelope for attention of Managing Director detailing what has gone wrong. You should also feel free to make an appointment to come and meet with the Managing Director if this is more convenient. A response will be provided within 10 working days.
Stage 3. – If you are not satisfied with the outcome of our procedure you have a right to raise the issue of the reasonableness of any Service Charge related matter with the Leasehold Valuation Tribunal. Very occasionally there will be issues where competing interest of different residents will leave us in a position where we cannot satisfy everyone, however hard we try. When this happens we are more than happy for you to test the reasonableness of our behaviour at an LVT. Your case can also be referred to the Ombudsman Service. Please see http://www.ombudsman-services.org/ for further details.
Ombudsman Services: Property
PO Box 1021
Phone: 0330 440 1634
Fax: 0330 440 1635
Textphone: 0330 440 1600