Our Commitment to You
We aim to do our best to provide a good service, in a polite,
efficient and fair way but sometimes things go wrong. When this happens we
would like you to let us know, then we can try to put matters right. We take
all complaints about our service very seriously and will endeavour to deal with
your complaint promptly.
To ensure that we have all the facts necessary to investigate
your complaint we have a step by step procedure for you to follow. Following
this procedure will enable us to expedite your complaint to a mutually
satisfactory resolution. We are happy to receive a complaint from someone who
is representing you.
Notes:
• If
you are a tenant renting accommodation you need to refer your complaint to
your flat landlord in the first instance.
• This
process may not cover all complaints and we reserve the right to change
process and responsibilities depending on circumstances.
What this procedure doesn’t cover:
• Everyday
matters such as reporting or chasing a repair;
• Accounts
queries;
• Complaints
by one resident about another;
• Defects in your apartment – sometimes there will
be problems in your apartment that can only
be resolved by the developer e.g. shrinkage cracks, unless the defect is caused
by a problem within the communal areas which we have responsibility for
managing.
The latter should be directed to:
Managed Living Partnerships Limited, 59 – 61, Old Kent Road, SE1 4RF;
Telephone: 020 7099 1119
When to
complain
• If
you are dissatisfied with any aspect of our service
• If
we have failed to follow our own policies or procedures
• If
we have failed to carry out a repair within a reasonable timeframe
• If
we have not returned your calls or replied to your correspondence
• If
you believe we have discriminated against you
• If
you have had a problem with one of our employees
Please note:
It may be tempting to withhold payment of your service charges. We ask
that you do not take this approach as it often makes a difficult situation
worse. Non payment may also be subject to interest and late payment charges.
STAGE 1
The most effective way of resolving a problem is to give the
employee involved the opportunity to discuss your dissatisfaction with you
informally. Before you decide whether to make a formal complaint we therefore
ask you to try to resolve the matter with the person concerned by contacting
your Property Manager.
If your problem is about your Property Manager and you are
unable to discuss the matter with him/her or if you are unhappy with the way
the matter was dealt with you should put your complaint in writing and send it
to:
The Directors at Managed Living Partnerships Limited, 59 – 61,
Old Kent Road, SE1 4RF
We will acknowledge receipt of your letter, email or fax within
3 working days. There will be a full investigation and you will receive a
written reply within 21 days. All complaints are tracked to ensure that we
adhere to this procedure.
Complaints are often complex and if you are not entirely happy
with our response you should follow Stage 2 of the procedure.
STAGE 2
If you feel you have not received a reasonable response to your
complaint under Stage 1, you can write for the attention of the Directors
within 21 working days of the receipt of the response to Stage 1. The Director
or a nominee in consultation with the Director will conduct a separate review
of your complaint and respond to you in writing within 21 working days to
inform you of the decision. Your complaint and the way it has been handled will
be considered.
Please address your letter to the Directors of Managed
Living Partnerships Ltd, 59 - 61 Old Kent Road, London SE1 4RF
STAGE 3
If the complaint is still not satisfied after the last stage of
the in-house complaint procedure then he/she has the right to take the matter
up with the Ombudsman Services, Property, the details of which can be found
below.
Ombudsman Services
PO Box 1021
Warrington
WA4 9FE
It is a condition of ARMA membership that we offer access to an
Ombudsman Scheme if a dispute is not resolved within 8 weeks from your
activation of our complaints procedure.
Further steps would be to take the matter to Court or the
First Tier Tribunal (Property Chamber).