Complaints
We aim to provide a professional and reliable managing agent service at all times. However, we recognise that issues may occasionally arise and that concerns need to be addressed promptly, fairly, and transparently.
Where a concern arises, we encourage it to be raised initially with your Estate Manager, who will seek to resolve the matter quickly and informally wherever possible. Many issues can be addressed at this stage without the need for further escalation.
If the matter cannot be resolved informally, or if you remain dissatisfied, you may raise a formal complaint in accordance with our Complaints Handling Procedure, which sets out how complaints are investigated, responded to, and reviewed.
Complaints Handling Procedure (CHP)
1. Purpose of this Procedure
This Complaints Handling Procedure (CHP) explains how the firm handles complaints in a clear, fair, and transparent manner. It has been prepared to meet the requirements and expectations of The Property Institute (TPI) and reflects recognised best practice for managing agents working with Residential Management Companies (RMCs).
As a managing agent appointed by RMCs, the firm is accountable to directors acting on behalf of leaseholders. We are committed to delivering a professional service and recognise that, on occasion, concerns may arise. This procedure provides a structured route for raising and resolving those concerns.
2. Scope
This procedure applies to complaints relating to the management services provided by the firm. Complaints may be made by:
Directors of Residential Management Companies (RMCs)
Leaseholders or residents within properties we manage
Freeholders (where applicable)
Contractors or other stakeholders directly affected by our services
A complaint is defined as an expression of dissatisfaction about the standard of service provided, actions taken, or failure to act by the firm or its staff.
This procedure does not replace statutory rights or obligations, nor does it affect the complainant’s right to pursue other remedies where available.
3. How to Make a Complaint
Complaints should be submitted in writing to ensure they can be fully and properly investigated.
Complaints may be made:
By email
By letter
The complaint should include:
The complainant’s name and contact details
The name of the RMC and the property address
A clear description of the issue(s) complained of
Relevant dates, correspondence, or supporting information
The outcome sought, where known
Complaints should be addressed to the firm’s Complaints Officer.
4. Complaints Handling Process
Stage 1 – Formal Complaint
On receipt of a complaint, the firm will:
Acknowledge receipt in writing within 5 working days
Record the complaint in the firm’s complaints register
Allocate the matter for investigation by an appropriate member of staff
A written response will normally be provided within 15 working days of acknowledgement. The response will set out:
Our understanding of the complaint
The outcome of our investigation
Any remedial action taken or proposed
Confirmation of whether the complaint is upheld or not
Details of how the complaint may be escalated if the complainant remains dissatisfied
Where a response cannot be provided within this timescale, the complainant will be informed of the reason for the delay and advised when a full response can be expected.
Stage 2 – Senior Review
If the complainant is dissatisfied with the Stage 1 response, they may request a Stage 2 review.
At Stage 2:
The complaint will be reviewed by a senior individual not previously involved in the matter (as a small managing agent this might not be possible)
The complainant should clearly explain why they remain dissatisfied
A final written response will be issued within 15 working days of the escalation request. This response will represent the firm’s final internal position.
5. Independent Redress
If the complainant remains dissatisfied after completing this internal complaints procedure, they may be entitled to refer the matter to an independent redress scheme, where applicable.
Details of the relevant redress scheme and the method of referral will be provided with the final response, in line with TPI requirements.
6. Record Keeping and Monitoring
The firm maintains a written complaints register which records:
The date the complaint was received
The complainant and property concerned
The nature of the complaint
Actions taken and response times
The final outcome
Complaint records are retained and reviewed periodically to identify recurring issues, improve service standards, and inform staff training.
7. Confidentiality and Fairness
All complaints are handled objectively, impartially, and in confidence. Information will only be shared internally where necessary to investigate and resolve the complaint.
No complainant will be treated less favourably for raising a complaint.
8. Staff Awareness
All staff are made aware of this Complaints Handling Procedure and their responsibilities under it. The firm ensures that complaints are handled consistently and in accordance with TPI expectations.
9. Accessibility and Reasonable Adjustments
The firm will make reasonable adjustments to ensure that this procedure is accessible to all complainants. Assistance or alternative formats will be provided on request.
10. Review of this Procedure
This Complaints Handling Procedure is reviewed at least annually, or sooner if required, to ensure continued compliance with TPI requirements and industry best practice.
Approved by: Ian Doran, Director.
Date of Approval: 1st March 2026
Next Review Date: 1st March 2027