We really hope that you will never have a need to use our complaints procedure. However, things can sometimes go wrong and if they do we want to know about it as soon as possible so that we can try to resolve the matter quickly, fairly and to your satisfaction.
So we ask, in the first instance, that you please call us and speak to us about it. If this does not resolve the issue then sadly we move to the formal complaints procedure. This would require you to put your complaint in writing including as much detail as possible and sending to:
Blake Property Management North Ltd.
2 Meadow Park
Stoke Mandeville
Buckinghamshire
HP22 5XH
What happens next?
We will send you a letter acknowledging receipt of your complaint within 3 working days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally be dealt with by a member of our team separate to the member of staff who dealt with you. A formal written outcome of our investigation will then be sent to you within 15 working days of sending the acknowledgement letter.
We will keep you informed by letter. If we need more time we will provide you with an explanation and an indication of a timescale.
We will liaise, at your written request, with anyone acting formally on your behalf.
If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a Director of BPMN who has not been involved in the complaint to date .
We will then write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaint’s procedure first, before being submitted for an independent review.