Customer Complaints Procedure
We value the opinions of our customers and clients and are committed to providing a professional service at all times. If something does not go as well as expected, we want to hear about it. In line with The Property Ombudsman’s Code of Practice our complaint handling procedure is outlined below:
Stage One – Team Manager
In the first instance you should write to the relevant Manager, giving full details of your complaint. Once your complaint has been received, we will acknowledge receipt within 3 working days. An investigation will then be undertaken, and you will receive a response to your complaint within 10 working days.
If at any point you are unsure of the contact details with whom to reach, please always feel free to email firstname.lastname@example.org. This will then be brought to the attention of the relevant person to address your concerns.
Stage Two – Head of Department
If you are not satisfied with the response given by the Manager, you may refer it to the Head of Department or relevant Area Manager.
We request that you send a written summary of your complaint to this individual within 30 days of the complaint being raised. The Manager you have been dealing with will be happy to provide the necessary contact details.
Upon receipt of your complaint, you will receive a full response within 10 working days.
Stage Three – Head of Property
If you are still dissatisfied with any aspect of our handling of your complaint, then please write to the Head of Property at the following address:
FAO: Jay Letham
11 Portal Way
The Head of Property will acknowledge your complaint within 3 working days of receipt and will investigate the issues raised. He will undertake a final review of your complaint, including how it’s been handled to date, which may include further investigations into the background of your concerns.
The Head of Property will put his recommendations in writing within 10 working days from receipt of your letter.
The Property Ombudsman
LiFE Residential is a member of The Property Ombudsman (TPO) scheme. Should you remain dissatisfied with the outcome of your complaint having received a Final Viewpoint letter from the Head of Property, you may approach the TPO. Details of their complaints procedure and form can be found on their website www.tpos.co.uk along with their Code of Practice and Terms of Reference. Alternatively, you can call them on 01722 333 306 or write to them at the following address:
The Property Ombudsman Scheme
43-55 Milford Street
Please note that if you do wish to contact the TPO, you must do so within 12 months of the date of the company's final viewpoint letter. It is also important to note that The Property Ombudsman service will usually only consider a complaint that has completed a company's internal complaint handling procedure.