We pride ourselves on providing the highest standard of service to all property owners and residents, operating in line with the RICS Service Charge Residential Management Code. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. In the interest of good customer service, we have adopted the following procedure for dealing with complaints. This procedure is appropriate to our firm’s size and structure.
Locally based office staff will deal with day-to-day problems on a one-to-one basis. In the first instance, you should attempt to resolve any issues with your Estate Manager. We know from experience that sometimes it’s just best to talk things through over the phone, as opposed to emailing back and forth, so try to do that if you can. This approach can often lead to a quicker resolution and the action points can always be summarised by email afterwards.
Should your issues remain unresolved, you can ask the Office Manager to take a fresh look at it.
Stage 1 - Written Complaint
Please put your complaint either in writing to: Office Manager, Aspect Property Management, 4th Floor Warwick House, 25-27 Buckingham Palace Road, London, SW1W 0PP, or via email to: info@aspectpropertymanagement.co.uk. Please include as much detail as possible, reference any related documents (eg. your lease), quote your customer reference number which appears on any correspondence we send you and include a telephone number for us to contact you on. We will then send you a letter acknowledging receipt of your complaint within 3 working days of receiving it, enclosing a copy of this procedure.
The Office Manager will then work closely with the Estate Manager to gather all the facts and assist with drawing some conclusions. If possible and appropriate, you will receive a call from either the Estate Manager or Office Manager with a view to reach a verbal resolution. If this is successful, then we will summarise the outcome to you in writing.
Should it not be possible to reach a verbal resolution, the Office Manager will send a formal written outcome of our investigation which we will endeavour to send within 15 working days from the date of our acknowledgement letter. If, at this stage, you are still not satisfied, you may contact us again and we will arrange for a separate review to take place by a senior member of staff.
Stage 2 - Further & Final Review
Please send your written request for a further & final review to: Senior Manager, Aspect Property Management, 4th Floor Warwick House, 25-27 Buckingham Palace Road, London, SW1W 0PP, or via email to: info@aspectpropertymanagement.co.uk. We will send you a letter acknowledging receipt of your request within 3 working days of receiving it. We will write to you again within 15 working days from the date of our acknowledgement letter, confirming our final viewpoint on the matter.
Ombudsman Review
If you remain dissatisfied (or more than 8 weeks has elapsed since the complaint was first made), you can contact The Property Ombudsman within 12 months of receiving our final viewpoint letter to request a free independent review. The Property Ombudsman Ltd, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP. Tel: 01722 333306. Website: www.tpos.co.uk Email: admin@tpos.co.uk
Please Note: The Property Ombudsman requires that all complaints are addressed through this in-house Complaints Procedure before being submitted to them for an independent review.