Complaints Procedure for Managed Properties

We understand that, from time to time, things may go wrong but we will deal with your complaint ensuring all relevant legislation, codes of practice, the covenants of your lease or transfer are taken into account.

If you are not satisfied with the way we have delivered a service to you, or feel that we have failed to keep you informed or you feel you have suffered inappropriate behaviour or treatment from our staff, we ask you to follow the complaints procedure set out below.

Complaints Procedure

In the first instance any complaints will be dealt with by the property manager appointed to undertake daily management and any problems should be dealt with quickly.  If the manager is unable to satisfy the complaint by resolving the issue, then the manager will refer this to their Team Leader.

Once any issue has become impossible to resolve through discussion with the appointed manager and their Team Leader, it should be referred to a Director of Urang Property Management Limited.

Any dissatisfaction that relates to the management of the building, the conduct of staff, or the response to earlier complaints, should be brought to the attention of the Team Leader.  This can be done in two ways, either by informal discussion with the Team Leader or by submitting the complaint in writing.  In either instance the matter should be raised in the following way:

  1. Bring your complaint to the relevant Team Leader, copied also to the Director of Property Management
  2. Allow 1 week for a review and response 
  3. If the matter is still not resolved to your satisfaction you should request a formal meeting with the Director of Property Management.  The Director will make every effort to address your complaint within five working days.
  4. If the matter is still not resolved to your satisfaction then it should be referred to the Ombudsman Service: Property, for them to review. Contact details for ombudsman:

If the matter is still not resolved to your satisfaction then it should be referred to the Ombudsman Service: Property, for them to review. Contact details for ombudsman:

Ombudsman Services: Property (OSP)
PO Box 1021, Warrington WA4 9FE
Tel:  0330 440 1634
Fax: 0330 440 1635
Email: enquiries@os-property.org
Website: http://www.ombudsman-services.org/property.html
 

Contact:    
Paul Cleaver - Director of Property Management
Tel:  020 7751 8356
Email:  paul.cleaver@urang.co.uk