Complaints Handling Procedure

Our Commitment

We are committed to providing a professional property management service.

If something goes wrong or you are dissatisfied with our service, we want to know so we can put things right.

This procedure explains how to make a complaint and how we will handle it, and applies to our residential property management services.

What is a Complaint?

A complaint is any expression of dissatisfaction about:

  • our management of communal areas or building services

  • repairs or maintenance

  • service charges or administration (service issues)

  • communication, conduct, or timeliness

  • complaints about the conduct or actions of our staff

This does not include routine service requests, unless they become the subject of dissatisfaction. 

Routine service requests or reports of defects are not complaints unless we fail to respond appropriately or they become the subject of dissatisfaction.

Who Can Complain?

Complaints may be made by:

  • Leaseholders

  • Tenants (where relevant)

  • Freeholders

  • Recognised Residents' Management Companies (RMCs)

  • Right To Manage (RTM) companies

  • Authorised Representatives (with written authority from the complainant, which we may request before corresponding)

How to Make a Complaint

Complaints should be made in writing where possible to help us investigate fully.

You can complain by:

Please include:

  • The property address

  • A summary of the issue

  • Relevant dates and documents (if available)

If you make a complaint verbally, we will confirm it to you in writing. If you are unable to submit your complaint in writing, please contact us and we will assist you.

All verbal and written complaints will be recorded by us at the time they are made.

Stage 1 - Formal Complaint

We will:

  • Acknowledge your complaint within 3 working days

  • Investigate the issues raised

  • Provide a written response, normally within 15 working days 

Our response will explain:

  • What we found

  • Whether your complaint is upheld, partly upheld, or not upheld

  • What action we will take (if any)

  • How to escalate your complaint if you remain dissatisfied

If we need more time due to complexity, we will explain why and keep you updated.

We aim to resolve complaints as quickly as possible.

If you remain dissatisfied with our Stage 1 response, you have the right to request a Stage 2 review.

Stage 2 - Final Review

If you remain dissatisfied, you may ask for your complaint to be reviewed.

Your complaint will be reviewed by a director who was not responsible for the matter at Stage 1, where possible.  Where this is not possible due to the size of our business, we will ensure the review is conducted as impartially and independently as reasonably practicable.

We will provide a final written response, normally within 15 working days of your request.

This response represents our final position and will be clearly marked as our “Final Viewpoint Letter”.

Referral to The Property Ombudsman (TPO)

If you remain dissatisfied after receiving our final response, or if more than 8 weeks have passed since you first complained, you may refer your complaint to:

The Property Ombudsman provides a free, independent dispute resolution service.

We are members of The Property Ombudsman Scheme (Membership Number: T08116) and are registered for Residential Leasehold Management (RLM).

Any referral to The Property Ombudsman must normally be made within 12 months of the date of our final response.

If you accept a decision made by The Property Ombudsman, it becomes binding on us.

Service Charge and Legal Matters

Some matters, such as formal disputes about the payability or reasonableness of service charges, may be more appropriately dealt with by a tribunal or court.

We will still investigate and respond to any service-related aspects of your complaint, such as communication, delay, or administrative errors.

This complaints procedure does not limit your legal rights.

Accessibility and Support

If you need this procedure in an alternative format or require reasonable adjustments, please let us know and we will do our best to assist.

This includes, where appropriate, adjustments for disability, language, or other support needs.

Record Keeping

We keep records of all complaints, monitor themes and trends, and use this information to help improve our service.

Records are kept in accordance with data protection requirements.

Where you can find this policy

This Complaints Handling Procedure is available on request and on our website.