Complaint Procedure
Background Information
If you are unhappy with the service provided by your managing agent you should follow their complaint procedure which should be readily available online or a hard copy upon request and the process shouldn't exceed more than three stages.
As of the 1st October 2014 The Enterprise and Regulatory Reform Act 2013 requires that all letting and property management agents in England are a member of a government-approved redress scheme. All three redress scheme services are free to use online and using the weblinks below you can carry out a search providing you have the company details.
https://www.ombudsman-services.org/property.html
Note local authorities can impose a fine of up to £5,000 where a letting or property manager who should have joined a scheme has not done so.
Our Aim
At Block Management 24 we aim to deliver a service to the highest standards by employing the right people, having the correct tooling and frequent communication with our clients to build long last relationships. In the event of our service levels not meeting your expectations you have the right to log a formal complaint which will be kept on record.
Complaints must be in writing via e-mail to info@blockmanagement24.co.uk or by post to 63 Highland Road, Nazeing, Essex, EN9 2PU and should include the following:
- Full details of the complaint
- Names, times, dates, locations, pictures, form of communicate and who you spoke too
Stage 1
- Complaint to be made in writing to site manager
- Complaint to be acknowledged and a response made within 14 days of acknowledgement
- If complaint is not resolved then escalate to stage 2
Stage 2
- Complaint to be made in writing to director
- Acknowledgement of complaint to made within 3 days by director
- Response to complainant made within 14 days of directors acknowledgement
- If complainant is still unhappy with response escalate to stage 3
Stage 3
Block Management 24 is registered with the The Property Ombudsman Scheme (TPOS). If the complaint is not resolved after the in-house complaint procedure has been concluded then he/she can take this matter up with The Property Ombudsman Service.
Contact Details for The Property Ombudsman
www.ombudsman-services.org/property
Tel 01722 333306
Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP