How to complain
If you have a complaint about any aspect of the service provided by our staff Reed Block Management, we would ask you to contact us initially. We can be contacted in any one of the following ways:
In person at 43-435 London Road, Westcliff, Essex SS0 7HU
By telephone or e-mail to Michelle Williams, Head of block management - telephone numbers and e-mail addresses are given on all correspondence and at the foot of every e-mail however these are detailed below for convenience:
michelle@reedblockmanagement.co.uk – Tel: 01702 606880
In writing, to Reed Block Management, 431-435 London Road, Westcliff Essex SS0 7HU
Dealing with your complaint
To ensure that your complaint is property dealt with, we will log it on our system as soon as the complaint is received.
We value customer feedback as it helps us to improve our service. We will deal with your complaint with courtesy and impartiality. If you complain in person or by telephone we will discuss your complaint with you at the time it is received and do our best to resolve it at this initial stage.
If you complain in writing or by e-mail your complaint will be acknowledged within 3 working days following receipt of your complaint. This will involve contacting you to inform you that we have received your complaint and are dealing with it.
Reed Block management aim to respond to all complaints within 14 working days. This will involve either:
Informing you of the action we have taken or propose to take; or arranging to discuss the matter with you; in which case after the discussion we will write to you confirming the outcome of these discussions and any action we propose to take.
If in exceptional circumstances if we cannot respond to your complaint within 14 working days, we will keep you fully informed until your complaint has been dealt with.
Reed Block Management are committed to continual improvement and we will, whenever possible change our procedures to improve service delivery to you as a valued customer.
If after receiving the details of the action Reed Block Management propose to take you are not satisfied with the way that we have handled your complaint you should contact the Adam Reed, Managing Director to discuss the matter further.
If the complainant is 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) then he/she can take the matter up with the The Property Ombudsman (TPO) without charge
The Property Ombudsman
Milford House
43 - 55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Tel: 01722 333306
Email: admin@tpos.co.uk
www.tpos.co.uk
