Our Complaints Procedure

1. Complaints handling

Purpose: to deal with complaints fairly, consistently, promptly and without charge, in line with the Scottish Letting Agent Code of Practice and the complaints wording in the Managed Property Agreement.

How to complain

·       Complaints may be made in writing and should be marked “Complaint”. Send to [email protected] or Strathavon Properties, 43 Strathavon Terrace, Westfield EH48 3DD.

·       Complaints Officer: David Phillips. Telephone: 07515 014729.

·       A complaint may be made by a current or former landlord or tenant, or another person affected by the agency’s service. Offer reasonable help if someone needs assistance to submit a complaint.

·       Record the date received, complainant, property, issues raised, desired outcome, relevant staff/contractors, evidence and all correspondence in the complaints log.

Stages and timescales

1.          Stage 1 — Acknowledge: acknowledge within 5 working days, identify the person handling it and explain the next steps.

2.          Stage 2 — Investigate: review the terms of business, tenancy documents, account statements, messages, inspection records, contractor notes and other relevant evidence. Ask for further information where needed.

3.          Stage 3 — Written response: aim to issue a clear, reasoned written response within 15 working days of receipt. Address each issue, explain findings, identify any corrective action and provide a contact for follow-up.

4.          If a full response cannot reasonably be provided within 15 working days, tell the complainant before the deadline where possible, explain why and give an expected response date. Keep them updated if that date changes.

5.          Stage 4 — Review: where appropriate, a review should be conducted by someone not directly responsible for the matter. If the business is too small for this, explain the arrangements and ensure an impartial review as far as practicable.

6.          Contractor/third-party complaints: investigate the agency’s own actions, refer the issue to the contractor or relevant organisation where appropriate, and tell the complainant what the agency can and cannot control. Do not simply dismiss the complaint because a contractor was involved.

7.          External escalation: explain that, once the agency’s complaints process has been exhausted, or if it has not been handled within a reasonable time, a landlord or tenant may apply to the First-tier Tribunal for Scotland (Housing and Property Chamber), subject to its rules and requirements. Provide information about any applicable redress or membership-body process.

Outcome, records and learning

·       There is no charge for handling a complaint. Do not threaten, penalise or treat a complainant unfavourably for raising a genuine concern.

·       Retain the complaint and all correspondence for at least five years, securely and with access restricted to those who need it.

·       Record any agreed remedy, refund, repair, apology, process change or staff guidance, with an owner and completion date.

·       Review recurring complaint themes at least annually and update procedures where necessary.

if you are not satisfied you can contact The Property Redress at the details below.

Tel: 0333 321 9418

E: [email protected]

Address:

Property Rederess

Limelight
1st Floor
Studio 3
Elstree Way, Borehamwood
Hertfordshire
WD6 1JH