Complaints Resolution Procedure

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Realty Management Limited  -  Complaints Resolution Procedure

Our aims and assurance

Realty Management are committed to providing as high standard of service and care to its clients. All of our staff aim to provide an efficient, courteous service to the best of their abilities.  Realty Management are always interested in hearing customers views on the service we provide thereby enabling the company to continually improve and adapt its services.

Should you feel that you need to bring something to our attention that is not to your satisfaction, we would be grateful to hear from you so that we can address any issues to a satisfactory resolution.  Please find below our complaints procedure and how you can bring any issues or complaints to our attention:

When and what are issues for complaint

A complaint is where you feel:

  • You are dissatisfied with any of the services we have provided
  • We have delayed in responding to any issues you have raised
  • We have discriminated against you
  • We have provided an unfair service
  • We have failed to provide clear explanations or Notices
  • We have failed to carry out a repair or service within a reasonable time and to an agreed satisfactory standard
  • You have had a problem with one of our employees

Items that are not dealt with under this procedure

  • Tenants: ¬†If you have a complaint about your Landlord, non-communal repairs or a neighbour.
  • Shareholders:¬† If you have a complaint regarding a Director/Officer of a Management Company that is not an employee of Realty Management Limited. Complaints of this nature will be referred to the relevant Board or Directors.
  • Landlord:¬† If your tenants breach the Terms of your Lease due to which a Management Company takes action against you.

We will endeavour to work to timescales that reflect good management practice and these are set out below. These are to allow time for thorough investigation of the complaint and receipt of responses that may be required from any third parties within a realistic timescale.

In exceptional circumstances where a complaint cannot realistically fall into the framework below the complaint will be assessed upon receipt and the complainant will be contacted to discuss and agree the most practical timescale to resolve the issues raised in the complaint.

How to Complain

In the first Instance:

Realty Management Limited would hope to resolve any issues or complaints at the earliest opportunity. With this in mind we would ask that matters of concern are brought to the attention of the person providing the unsatisfactory service as soon as possible either by telephone, letter, email or in person in order that they have the opportunity to rectify the situation as quickly as possible.

If you are not satisfied, then outlined below are the options that you may wish to follow:

Stage 1

Complain to the Property Manager (Informal Stage)

If you feel that you have not received a satisfactory resolution to your complaint by the persons providing a repair or service please contact the Property Manager responsible for managing your development either by phone, email, letter or in person and provide them with details of the problems that concern you.  Hopefully the Property Manager can resolve the issues immediately.

However if your complaint is not straightforward, the Property Manager will acknowledge receipt of your complaint within 5 working days from the date of initial contact.  They would then aim to provide a full response to the complaint within 10 working days of the date of your initial complaint.

If you are not happy with the response(s) provided at this stage or your complaint involves the Property Manager, then please see below.

Stage 2

Should you feel that your complaint has not been handled to your satisfaction in Stage 1 or if your complaint is regarding the Property Manager and you are unable to discuss the matter with them, please write marking your correspondence ‚Äėprivate and confidential‚Äô to:

Mr Robert Prichard MA MCD MIRPM AssocRICS
Director – Realty Management Limited
Ground Floor, Discovery House, Crossley Road, Stockport, SK4 5BH

Or e-mail to: robert.prichard@realtymgt.co.uk

We will acknowledge receipt of your complaint within 5 working days of receipt.  We will then conduct a full investigation and we will issue a written reply within 15 days from receipt of the complaint unless prohibitive circumstances prevent adherence to this timescale.

If you are not happy with the response provided or your complaint involves Mr Prichard, then please see below.

Stage 3

Should you feel that your complaint has not been resolved to your satisfaction in Stage 2 or if your complaint is regarding Mr Robert Prichard and you are unable to discuss the matter with him, please write marking your correspondence private and confidential to:

Mr D Pollard MIRPM AssocRICS
Managing Director – Realty Management Limited
Ground Floor, Discovery House, Crossley Road, Stockport, SK4 5BH

He will acknowledge receipt of your complaint within 5 working days of receipt.  He will then conduct a full investigation and we will issue a written reply within 15 working days from receipt of the complaint unless prohibitive circumstances prevent adherence to this timescale.  His response will invite you to respond to his reply within 28 days.  If no response is received the matter will be determined as settled. However should you wish to discuss or reply to his response he will ensure you have opportunity to do so and will act on as appropriate to endeavour to reach a resolution.

Should you feel that your complaint has not been resolved to your satisfaction in Stage 3 and you have bypassed stage 2 previously, or if your complaint is regarding Mr Daniel Pollard, Managing Director and you are unable to discuss the matter with them, please write marking your correspondence private and confidential to:

Mr Robert Prichard MA MCD MIRPM AssocRICS
Director – Realty Management Limited
Ground Floor, Discovery House, Crossley Road, Stockport, SK4 5BH

He will acknowledge receipt of your complaint within 5 working days of receipt.  He will then conduct a full investigation and we will issue a written reply within 15 working days from receipt of the complaint unless prohibitive circumstances prevent adherence to this timescale.  His response will invite you to respond to his reply within 28 days.  If no response is received the matter will be determined as settled. However should you wish to discuss or reply to his response he will ensure you have opportunity to do so and will act on as appropriate to endeavour to reach a resolution.

Independent Arbitration

Realty Management Limited are members of The Property Ombudsman which is an independent service approved by Office of Fair Trading to investigate complaints against Chartered Surveyors, Surveyors, Estate Agents and Managing Agents. Should you remain dissatisfied with Realty Management’s efforts to resolve your complaint and all avenues of internal resolution have been exhausted you may refer your complaint for arbitration to The Property Ombudsman using the contact details below.

The Property Ombudsman, Milford House, Milford Street, Salisbury, Wiltshire, SP1 2BP
T: 01722 333 306
W: www.tpos.co.uk

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.  Please note that The Property Ombudsman will only investigate your complaint once all avenues of internal resolution have been exhausted or once 8 weeks have passed.

Data Protection:

Every effort will be taken to keep details of your complaint as confidential as possible, however in order that a full investigation can be completed and fair responses to the complaint provided by individuals concerned or affected by the complaint, it will be necessary under the procedure to identify the complainant.  No personal details other than those absolutely necessary will be passed to persons directly linked with the complaint and no information will be passed to any third party for any other use whatsoever.

Summary of Realty Management Limited’s Structure for Investigating Complaints:

  • First instance: Person providing service
  • Second instance:¬† Mr Robert Prichard – Director
  • Third instance (final internal stage): ¬†Mr Daniel Pollard – Managing Director
  • Lastly: The Property Ombudsman

Interested? Get in touch