Graysons Properties

 

Complaints Handling Policy

 

 

Graysons Properties take complaints very seriously and try to ensure that all our customers, clients and residents are pleased with their experience of our service. When we receive a complaint, it is dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

 

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make, and we respond to customers’ concerns in a caring and sensitive way.

 

• The person responsible for dealing with any complaint about the service which we provide is Shay Amusan.

 

• If an individual complains on the telephone, we will listen to their complaint and offer to refer him or her to Shay immediately. If Shay is not available at the time, then the complainant will be informed when they will be able to talk to Shay and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the person does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.

 

• If the tenant complains in writing the letter will be passed on immediately to Shay.

 

• If a complaint is about any aspect of safety or associated charges it will normally be referred to our HR representative, Melanie Holland.

 

• We will acknowledge the complaint in writing and enclose a copy of this code of practice as soon as possible, normally within 3 working days. We will seek to investigate the complaint within 10 working days of receipt to give an explanation of the circumstances which led to the complaint. If the individual does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within 10 working days, we will notify the individual, giving reasons for the delay and a likely period within which the investigation will be completed.

 

• We will confirm the decision about the complaint in writing immediately after completing our investigation.

 

• Comprehensive records are kept of any complaint received.

 

• If tenants are not satisfied with the result of our procedure, then a complaint may be made to Property Redress Scheme and the ANUK National Code of Standards for larger student developments (Non educational establishments).

 

If you remain dissatisfied, you can then contact Property Redress Scheme to request an independent review:

 

Property Redress Scheme

Premiere House,

1st Floor,

Elstree Way,

Borehamwood,

WD6 1JH

0333 321 9418

info@theprs.co.uk

www.theprs.co.uk

 

The National Codes Administrator
c/o Unipol Student Homes
155-157 Woodhouse Lane
Leeds LS2 3ED

www.nationalcode.org/forms/making-a-complaint