Complaints: General

Resolving your concern quickly

For concerns that could be resolved quickly without an investigation, we may work with you to put things right without the need for a formal complaint investigation. This helps us address concerns promptly and avoid unnecessary delays.

If you are unhappy with the outcome or would rather your concern be investigated as a formal complaint, you can request this at any stage, and we will progress it through our formal complaints process.

We remain committed to treating all customers fairly and ensuring concerns are managed in a clear and transparent way.

Stage 1. Your complaint

When submitting a formal complaint, please include your existing case reference number, if you have one, so we can investigate your concerns as efficiently as possible. 

We will:

• Acknowledge your complaint within 5 working days. 
• Carefully review the details you’ve provided 
• Send you a written response explaining our findings and any steps we can take to resolve the issue.   

When a Complaint Handler has been assigned, they will begin their review, and the formal complaints process will commence. They will aim to provide a response within 15 working days of being assigned the case, if more time is required, they we will let you know.

Stage 2. Complaint review

If you are not satisfied with our Stage 1 response, you can ask for your complaint to be reviewed by a separate team.  

We will: 

• Reassess your complaint from start to finish 
• Provide a final written response explaining our decision and any proposed resolution.   

When a Complaint Handler has been assigned, they will begin their review, and the formal complaints process will commence. They will aim to provide a response within 15 working days of being assigned the case, if more time is required, they we will let you know.

Stage 3. External review  

We always aim to resolve complaints directly with you. However, if we are unable to do so,  or if 8 weeks have passed since you first raised your complaint, you can request an independent review on how your complaint was handled by contacting The Property Ombudsman.  

You can contact The Property Ombudsman by post, email or phone: 

• Post: The Property Ombudsman, 33 The Clarendon Centre, Salisbury Business Park, Dairy Meadow Lane, Salisbury, SP1 2TJ 
• Email: admin@tpos.co.uk 
• Phone: 01722 333 306 

For more information on Challenging Service Charges, a Guide for Leaseholders has been provided by The Property Ombudsman.

You may also wish to seek advice from LEASE (The Leasehold Advisory Service), which provides free, independent guidance on residential leasehold law in England and Wales. LEASE is Government‑funded and not linked to landlords or managing agents.