Complains Handling Procedure

Our Commitment to You

At Block Living, we are committed to providing a professional, transparent and high-quality service.

If you feel we have not met your expectations, we want to hear from you. Your feedback helps us improve our service.

We handle complaints in accordance with:

•  The Property Institute (TPI) Consumer Charter & Standards

•  The Enterprise and Regulatory Reform Act 2013 (Redress Scheme requirement)

•  Our membership of The Property Ombudsman (TPO)

What Is a Complaint?

A complaint is:

Any expression of dissatisfaction, whether verbal or written, about the service we have provided, actions we have taken, or something we have failed to do.

If you are unsure whether your concern is a complaint, we will treat it as one to ensure it is properly investigated.

Before Making a Formal Complaint

Many issues can be resolved quickly by contacting your Property Manager in the first instance.

However, if the matter remains unresolved or you would prefer to make a formal complaint, please follow the process below.

How to Make a Complaint

Please put your complaint in writing and include:

•  Your full name

•  The property address the complaint relates to

•  A clear description of your complaint

•  Copies of any relevant correspondence

•  What outcome you are seeking

You can submit your complaint:

By Email:

info@blockliving.co.uk

By Post:

Customer Complaints

Block Living Limited

Suite 1.03

The Bonded Warehouse

18 Lower Byrom Street

Manchester

M3 4AP

Complains Handling Process

We operate a two-stage internal complaints process.

Stage 1 – Formal Investigation

•  We will acknowledge your complaint within 3 working days.

•  A Senior Manager will review the complaint.

•  We may contact you for further clarification if required.

•  We will provide a written response within 15 working days.

If more time is required, we will explain why and provide a revised response date.

Our response will include:

•  A summary of your complaint

•  The outcome of our investigation

•  Any corrective action

•  Details of how to escalate your complaint if you remain dissatisfied

Stage 2 – Director Review

If you are not satisfied with our Stage 1 response, you may escalate your complaint by writing to us within 14 days.

Your complaint will then be reviewed independently by a Director.

We will:

•  Acknowledge your escalation within 3 working days

•  Issue a final written response within 15 working days

This response will confirm:

•  Our final position

•  Whether your complaint is upheld in full, in part, or rejected

•  Whether we consider the matter to be at “deadlock”

•  How you may refer the matter to The Property Ombudsman

If You Remain Dissatisfied

If we have:

•  Not resolved your complaint within 8 weeks of receipt, OR

•  Issued a final viewpoint letter,

You may refer your complaint to our independent redress scheme:

The Property Ombudsman (TPO), Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP

Telephone: 01722 333306  |  Email: admin@tpos.co.uk  |  Website: www.tpos.co.uk

You must refer your complaint to The Property Ombudsman within 12 months of receiving our final response.

The service is free to consumers.

We will cooperate fully with The Property Ombudsman and comply with their final decision.

What We Will Do

We will:

•  Treat your complaint seriously and fairly

•  Investigate impartially

•  Keep you informed of progress

•  Maintain confidentiality

•  Make reasonable adjustments where required

•  Learn from complaints to improve our service

Accessibility

If you require this procedure in an alternative format (large print, electronic format, or other accessible format), please contact us.

Confidentiality and Data Protection

We will handle your complaint in accordance with Data Protection legislation. Your information will only be shared where necessary to investigate your complaint or where required by law.

Continuous Improvement

We maintain a formal complaints log and regularly review complaints to identify trends and improve our service standards.

Review of This Procedure

This procedure is reviewed annually to ensure compliance with regulatory requirements and best practice.