Compton Property Management Ltd

HOW COMPLAINTS ARE DEALT WITH - COMPLAINTS PROCEDURES HELPSHEET

Our aim is to provide a property management service in compliance with all the current applicable legislation, terms of leases and good business practice and that meets the needs and expectations of all clients and leaseholders. We accept that there may be times when things go wrong and you feel dissatisfied. When this happens, we want to hear about it so we can explain things and put them right.

We will:

Apologise when things have gone wrong and make sure we put them right as quickly as possible.

Make sure your complaint receives a full and fair investigation and write to you with our findings.

How Do You Complain?

Your first step should always be contact Compton Property Management Ltd (CPM) directly and attempt to resolve your complaint informally. Please speak or write to your CPM property management administrator, or the department who provided you with the service with which you are unhappy. If you do not know who provided the service, please write or speak directly to our Complaints Coordinator for guidance.

Many problems can be resolved straight away. However if this is not possible, your concerns will be dealt with promptly by a member of the complaints department who will acknowledge your complaint in writing, set out our understanding of your complaint, tell you who has been appointed to investigate your complaint and provide you with contact details.

What happens next?

We will carry out an investigation into the matter as soon as possible and keep you informed of the progress that has been made in the following stages:-

  • the appointed property administrator will write to you within 28 days to inform you of the outcome of their investigation and let you know what actions have been or will be taken
  • if you are dissatisfied with this outcome a senior executive will carry out a separate review of your complaint and inform you of the conclusion
  • if you remain dissatisfied the matter will be referred to an independent company for further impartial review by an RICS qualified professional person

You have the right to refer your complaint to the landlord at any time during this processwho may suggest the use of mediation as an option if appropriate (contact details for your landlord are provided below). Please note that independent mediation facilities may incur costs for which you may be liable.

If we are not able to complete our investigation, we will write to you again after 8 weeks* giving you an explanation and an update on the progress made. At this stage we will also provide you with details of how to contactthe Surveyors OmbudsmanService, if you are unhappy with the time taken to investigate your complaint.(*This timescale is in accordance with the requirements ofthe Association of Residential Managing Agents (ARMA) and theSurveyors Ombudsman Service.)

What if you are not happy with the outcome of these investigations?

If you are still not satisfiedafter the last stage of our in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) it is a condition of ARMA membership that we offer access to an Ombudsman service who you have the right to take the matter up with without charge . CPM is a member of the Ombudsman Services: Propertyand their contact details are as follows:

Ombudsman Services: Property: PO Box 1021, The Brew House, Warrington,WA4 9FE

Phone: 0330 440 1634 or 01925 530 270

Email: enquiries @os-property.org

Website:

There are also sources of independent advicefor leaseholders such as The Leaseholders Advisory service (LEASE) on-line at or Citizens Advice at your local office or on-line at

Other Contact Details

Your landlord is Tapestart Limited who you can contact at P O Box 425, Swansea, SA6 8YH

Phone: 01792 315 500

Compton Property Management Ltd can be contacted at 45-51Wychtree Street, Morriston, Swansea, SA6 8EX or by phone or emailas follows:-

Complaints Coordinator:Paula Thomas01792 315 479(email:)

Senior Property Manager:Jean Jones01792 315 458 (email:)

Senior Property Manager:Susan Mosford01792 315 478 (email:)

Property Manager:Victoria Rees01792 315 457 (email:)

Property ManagerChris Evans01792 315 485 (email:

CPM/January 2015