Our Commitment to a Fair Complaints Resolution
Learn about Sheringham Property RTM’s approach to handling complaints, detailing the steps for submitting grievances and our dedication to resolving issues efficiently and fairly.
Our Complaints Procedure
Discover how to file a complaint with Sheringham Property RTM, outlining each stage of our resolution process to ensure your concerns are addressed promptly.
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Step One: Submitting Your Complaint
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
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Step Two: Investigation
We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
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Step Three: Resolution & Feedback
If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff. We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
How do I file a complaint with Sheringham Property RTM?
Explore our clear steps for submitting grievances and understand how we handle concerns promptly and fairly.
What is the first step in the complaints process?
Begin by submitting your complaint in writing to our team.
How long does the resolution process take?
We aim to resolve complaints within 15 working days, keeping you informed throughout.
Can I escalate my complaint if unsatisfied with the response?
Yes, you may request a review by senior management for further consideration.
What types of complaints does Sheringham Property RTM handle?
We address all concerns related to property management, maintenance, and resident relations.
If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:
The Property Ombudsman Ltd
Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
01722 333 306 | www.tpos.co.uk
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.