Complaints procedure

Here at Managing Estates, we recognise the importance of the service we provide and have an aim to achieve a high standard in block management. However, should there be an occasion when we do not meet your expectations we are committed to dealing with any complaint in a thorough and professional manner.

We have set out strict Key Performance Indicators to ensure that all complaints are responded to in a prompt and efficient manner.

We aim to respond to all complaints received within 5 working days if possible. Some complaints will take more time to investigate depending on the situation, however, you will receive an acknowledgement that will give an indication of when you can expect to receive a full response.

We aim to resolve all complaints when first received. However, if you are dissatisfied with any response or resolution please refer to the stages of complaint escalation below.

Stage 1: Complaint

Your complaint will first be escalated to the Property Manager responsible for the management of your development. If, after raising the matter informally with the appropriate Property Manager you are not happy with the way in which the issue is being handled, your complaint should be put in writing to the Regional Manager.

Stage 2: Complaint

Your complaint will first be escalated to the Property Manager responsible for the management of your development. If, after raising the matter informally with the appropriate Property Manager you are not happy with the way in which the issue is being handled, your complaint should be put in writing to the Regional Manager.

Stage 3: Complaint

If you remain dissatisfied after the Operations Director has investigated the complaint, the matter may be referred to the Managing Director for review.

Property Ombudsman

Once every stage of the above procedure has been exhausted or you have received a letter from us stating that we are no longer considering your complaint or can do nothing further to address your concerns you have the ability to refer the matter to the Ombudsman Services: Property.

It is a requirement that we offer access to an Ombudsman scheme to provide an independent redress mechanism in the event that we have been unable to resolve your complaint through our in-house procedure. Ombudsman Services: Property, provides a free and independent service that has been approved by the Office of Fair Trading to run a redress scheme. Their role is to investigate complaints fairly by looking at the facts and listening to both sides of the story.

They can be contacted via the following ways:

Ombudsman Services: Property PO Box 1021 Warrington WA4 9FE Telephone: 0330 440 1634 Fax: 0330 440 1635 Website: www.ombudsman-services.org/property

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