Scotland:
Your complaint should be made in the first instance to your appointed Property Manager. Should you fail to obtain satisfaction, you will be requested to complete a written complaint and send it to a Director of the Company. Within 14 days of receipt of your complaint , we will write to you to inform you of the outcome of the investigation and to let you know what actions will be taken. If we anticipate that it will take more than 14 days to fully investigate your complaint, we will advise you when you should expect to receive a response. If your complaint is in respect of poor service from a contractor we will contact the contractor and make every effort to resolve the issue to your satisfaction. If an amicable settlement cannot be reached at this stage and if it is considered that a breach of The Property Factor’s (Code of Conduct)(Scotland) Order 2012 has occurred, then an Application may be made to the Housing and Property Chamber, 4th Floor, 1 Atlantic Quay, 45 Robertson Street, Glasgow, G2 8JB, Telephone: 0141 302 5900 Fax: 0141 302 5901 Email: HPCAdmin@scotcourtstribunals.gov.uk.
England and Wales:
Your complaint should be made in the first instance to your appointed Property Manager and addressed as a formal complaint. Your Property Manager will investigate and respond within 14 days. Should you fail to obtain satisfaction, you will be requested to complete a written complaint and send it to a Director of the Company. Within 14 days of receipt of your complaint , we will write to you to inform you of the outcome of the investigation and to let you know what actions will be taken. If we anticipate that it will take more than 14 days to fully investigate your complaint, we will advise you when you should expect to receive a response. If your complaint is in respect of poor service from a contractor we will contact the contractor and make every effort to resolve the issue to your satisfaction. If an amicable settlement cannot be reached at this stage we will provide a ‘deadlock’ letter and you should escalate your complaint to the Property Ombudsman.
Artificial Intelligence (AI) and Complaints
Managing Estates welcomes genuine complaints and will consider all complaints on their merits, regardless of whether AI has been used to assist in drafting them.
However, the increased use of generative AI can turn relatively straightforward matters into lengthy correspondence containing numerous repetitive, speculative or unnecessary questions. Responding individually to every AI-generated point can require disproportionate management time and ultimately increase costs for our clients, leaseholders and homeowners.
To ensure our resources and management fees are used responsibly:
- We will respond to the substantive issues forming the complaint but may not respond individually to every question or assertion.
- We will not repeatedly respond to matters which have already been answered simply because they have been reworded or expanded.
- New or unrelated matters cannot simply be added to an existing complaint and may be dealt with separately.
- Requests for information, charge disputes and general management enquiries are not automatically formal complaints.
- Where correspondence becomes excessive or disproportionate, we may limit further responses to material new information or issues which have not previously been addressed.
Our approach is not intended to discourage the use of AI or prevent anyone from making a genuine complaint. It is intended to ensure that complaints are handled fairly, efficiently and proportionately, without creating unnecessary management costs for the wider communities we manage.
We encourage complainants to clearly explain the specific service failure they believe has occurred and the outcome they are seeking.