Complaints.

We would rather hear that something has gone wrong than not hear it, and we would rather put it right ourselves than have a scheme tell us to. This is the procedure we follow when a client, a leaseholder, a resident or anyone else we deal with makes a complaint. It has two stages, and the second is independent of us.

01How to make a complaint

Put it in writing, so that there is no doubt about what was said. Email complaints@essexblockmanagement.co.uk, or write to us at Essex Block Management, Unit 3, Kingsdale Business Centre, Regina Road, Chelmsford, Essex CM1 1PE. Mark it for the attention of the complaints handler. Tell us what happened, when, and what you would like us to do about it. If you are not able to write to us, telephone and we will write it down for you and send you a copy to check.

Complaints are handled by Chanel Hibbert-Whitmore. If she has been involved in the matter you are complaining about, it is handled by Samuel Milne. Whoever handles it will not have been the person who dealt with the matter in the first place.

02Stage one: our own investigation

1. Acknowledgement. We acknowledge your complaint in writing within five working days of receiving it, tell you who is handling it, and log it in our complaints register.
2. Investigation. We look at the file, the correspondence and the records in Servanda, and we speak to the people involved. We may ask you for more detail. If we need to, we will come and see you.
3. Our answer. We send you a full written response within twenty-eight days of receiving the complaint. It sets out what we found, whether we agree that something went wrong, what we will do to put it right, and what we will change so that it does not happen again. If we cannot answer fully within twenty-eight days we will write and tell you why, and when you will have the answer.
4. If you are not satisfied. Tell us, in writing, within twenty-eight days of our answer. Samuel Milne will review the complaint and our answer afresh and write to you with a final response within a further twenty-eight days. That letter will say that it is our final response and will explain how to take the complaint to stage two.

03Stage two: independent redress

If you are not satisfied with our final response, or if eight weeks have passed since you first complained and the matter is not resolved, you may refer it to our independent redress scheme. The scheme is free for you to use, is independent of us, and can make a decision that binds us.

You normally have twelve months from the date of our final response to refer a complaint to the scheme. The scheme will expect you to have completed stage one first.

04Service charge disputes

A disagreement about whether a service charge is payable, or reasonable, is not always a complaint about our service. Leaseholders have a statutory right to apply to the First-tier Tribunal (Property Chamber) for a decision on the reasonableness of a service charge, and nothing in this procedure removes that right. If you are unsure which route applies, write to us and we will tell you, in writing, which we think it is and why.

05What we record

Every complaint is entered in our complaints register with the date received, the person handling it, the dates of each response, the outcome, and any change we made as a result. The register is reviewed every quarter, and is available to our professional body and our redress scheme on request.

06Where to find this procedure

On this page, in the terms of business for every building we manage, in the welcome pack sent to every leaseholder and resident when we take a building on, and on request by post.