We receive a handful of complaints, however we understand that sometimes things can go wrong. If this becomes the case, we would encourage that in the first instance you try to resolve the situation with the member of our team you have been dealing with.
If the issue relates to Property Management, please before proceeding to Stage Two request for the relevant employee’s Team Manager to review the situation and contact you.
If you feel that the matter has not been fully resolved, please then request to speak with the relevant employees’ line manager. If the matter relates to Property Management or Accounts, this would be the Senior Team Leader. If the matters relates to Lettings or Sales, then this would be the Area Manager.
If you are still unsatisfied with the resolution you may refer it to the Head of Department. We request that you send a written summary of your complaint to this individual, within 30 days after the complaint has been raised. Please refer to the staff list on our website.
Alternatively you may write to firstname.lastname@example.org
We will acknowledge your complaint within 3 working days of receipt and provide you with a written response within 10 working days.
If you still remain 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
2 Lakeside Drive, Park Royal
The Head of Property will acknowledge your complaint within 3 working days of receipt and will investigate the issues raised. He will undertake a 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.
After you have received a response from the Head of Property and if you are not satisfied with his proposed resolution, you may approach The Property Ombudsman Service (TPOS). For further information, please visit www.tpos.co.uk.
Please note that if you do wish to contact The Property Ombudsman Service (TPOS), you must do so within 12 months of the date of the Head of Property’s final viewpoint letter. It is also important to note that The Property Ombudsman Service (TPOS) will not consider your complaint unless our internal complaint handling procedure has been followed.