Complaints Procedure
Applaud Property Management uses a Complaints Procedure should you ever feel that we have fallen below your expectations in respect of service delivery. We hope that you never need to complain about our services, but we provide the following information so that you can be reassured that we deal with any complaint seriously, attempt to resolve the complaint within a reasonable timescale and will deal with each complaint in a correct and appropriate manner.
A complaint is something that you consider to be unsatisfactory or unacceptable and our Complaints Procedure is provided to be used by our clients and leaseholders. We will try to resolve your complaint for you based on the procedure below in Stage 1. If you do not feel that your complaint has been resolved to your satisfaction, then you have an additional option to proceed further which is detailed in Stage 2.
It may be appropriate to deal with certain complaints using an external, independent mediation service. There may be fees applicable in some circumstances and we would advise you of these fees before commencing mediation.
You may find some helpful information regarding complaints and service provision by contacting Citizens Advice or by checking ARMA (Association of Residential Managing Agents) or LEASE (The Leasehold Advisory Service) which is an independent body funded by the government. These services can be accessed online.
You can also view The Property Ombudsman consumer guide by clicking here.
Stage 1
If you have a complaint, then this will usually be resolved directly by one of our members of staff. If you are not satisfied that the complaint has been resolved, then you will be asked to begin the Formal Complaints Procedure. You will be asked to write to us, outlining the full details of your complaint and state your expectations so that we may try to resolve the complaint quickly and effectively. Your complaint should be sent to Applaud Property Management, Annwood Lodge Business Park, Arterial Road, Rayleigh, Essex SS6 7UA. Once we receive your written complaint, we will acknowledge receipt within 7 days. We will investigate and respond to your complaint within 28 days. If you are not satisfied with the response, then you can escalate the complaint to a Company Director who will investigate and respond to you within 14 days from the point of escalation.
Stage 2
Once our investigations and responses have been made, if you then feel that your complaint has not been resolved, you can approach the Property Ombudsman. This service is provided free of charge. You should address your concerns to:
The Property Ombudsman,
Milford House,
43-55 Milford Street,
Salisbury,
Wiltshire SP1 2BP
Tel: 01722 333306
www.tpos.co.uk
Contact Us
Get in touch today
t: 020 7205 2524
e: info@applaudpropertymanagement.co.uk
Applaud Property Management,
Annwood Lodge Business Park,
Arterial Road, Rayleigh, Essex SS6 7UA
