Complaints Procedure

Statement of Intent

The Residential Management Group Ltd (RMG) aims to provide a good quality Property Management Service. However, if for any reason you are dissatisfied with the service you receive, we have a Complaints Procedure which should be followed in order to make a complaint.
Our Complaints Procedure is open to anyone who receives or requests a service from RMG including Landlords, Tenants, Leaseholders and staff from other businesses that we deal with.

Aims

It is accepted that most complaints will be made informally to front-line members of staff and will be resolved at this stage without the need for further action. Also, if we receive a complaint from you and we feel it is appropriate in the circumstances, then we may telephone you in an attempt to resolve the matter immediately.

Complaints may include:

• Delays or failure to provide a service
• Dissatisfaction with our policies and procedures
• Perceived unhelpful behaviour or treatment by staff or contractors
• Failure to achieve our published standards

However, our complaints process is not suitable for determining disputes which relate to legal obligations between you and our clients or legal obligations between us and our clients.

How do I make a formal complaint?

If your complaint is not resolved informally, and you feel that you need to take the matter further and raise a formal complaint, please write to the address below setting out your concerns together with copies of any documentation which will help us to investigate.

Correspondence Address:

RMG House
Essex Road
Hoddesdon
Hertfordshire
EN11 0DR

Email Address: Customerservice@rmguk.com

All complaint correspondence will be acknowledged within 3 working days of receipt.

Residential Management Group Ltd
Registered Office: RMG House, Essex Road, Hoddesdon, Herts EN11 ODR
Registered in England No. 1513643 VAT number 927 2126 342

Resolve

It is RMG’s objective to resolve your complaint to your satisfaction within this first stage of the formal complaints procedure. The appropriate management team will work to address all of your concerns, provide detailed explanation to the matters raised and, where necessary, offer appropriate resolution.

To allow time for detailed investigation, we will aim to provide a response within 10 working days.

Review

In the event that you feel the matter needs to be taken further then, upon your request, the complaint will proceed to review. An Operations Director for the relevant business area will review your complaint and provide the final viewpoint and offer made. We will aim to provide a response within 10 working days. If you are still not satisfied following the review stage then you can refer your complaint to The Property Ombudsman who will provide an independent review without charge.

The Property Ombudsman 

If you reside in England or Wales, It is a condition of our ARMA membership that we offer access to an Ombudsman scheme if a dispute is not resolved to your satisfaction or, in any event, within 8 weeks from you notifying RMG of your complaint. We are a member of The Property Ombudsman and their contact details are as follows:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Telephone: 01722 333 306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk

Please note that complaints must be referred to the Property Ombudsman within 12 months of RMG’s final ruling.

 

Places For People Complaints Process

Statement of Intent

All RMG customers on developments RMG manages for Places for People will have their complaints dealt with under Places for People’s complaints process.

Complaints may include:

• Delays or failure to provide a service
• Dissatisfaction with our policies and procedures
• Perceived unhelpful behaviour or treatment by staff or contractors
• Failure to achieve our published standards

However, our complaints process is not suitable for determining disputes which relate to legal obligations between you and our clients or legal obligations between us and our clients.

How do I make a formal complaint?

If your complaint is not resolved informally, and you feel that you need to take the matter further and raise a formal complaint, please write to the address below setting out your concerns together with copies of any documentation which will help us to
investigate.

Correspondence Address:

RMG House
Essex Road
Hoddesdon
Hertfordshire
EN11 0DR

Email Address: Customerservice@rmguk.com

Put it right

When you let us know that you have had a problem with our service, our priority is to ‘Put It Right’ for you. If the person taking the complaint can ‘Put It Right’ for you within 24 hours, we will consider your complaint as resolved.

Residential Management Group Ltd
Registered Office: RMG House, Essex Road, Hoddesdon, Herts EN11 ODR
Registered in England No. 1513643 VAT number 927 2126 342

Stage 1

It is RMG’s objective to resolve your complaint to your satisfaction within this first stage of the formal complaints procedure. The appropriate management team will work to address all of your concerns, provide detailed explanation to the matters raised and, where necessary, offer appropriate resolution.  At Stage 1, complaint correspondence will be acknowledged within 5 working days of receipt. To allow time for detailed investigation, we will aim to provide a response within 10 working days.

Stage 2

In the event that you feel the matter needs to be taken further, then upon your request the complaint will proceed to Stage 2.  Here it will be investigated by Places for People who will review your complaint and provide the final viewpoint and offer made.  Places for People will acknowledge your complaint within 5 working days of receipt and will aim to provide a response within 20 working days.

If you are still not satisfied following Stage 2 you can refer your complaint to The Housing Ombudsman Service.

The Housing Ombudsman Service is an independent organisation that investigates complaints.  They are not an advocacy or support service (but there are other organisations who can help you with advocacy or support)

You can ask the Housing Ombudsman Service to look at your complaint if:

  • You have gone all the way through the complaints handling procedure
  • It is less than 12 months after you became aware of the matter you want to complain about; and
  • The matter has not been (and is not being) considered in court

The Housing Ombudsman Service will ask you to complete a complaint form and provide a copy of our final response to your complaint.

You can do this online at:

www.housing-ombudsman.org.uk/residents/make-a-complaint

Or call them on:

Free phone 0300 111 3000

You may wish to get independent support or advocacy to help you progress your complaint.

The Housing Ombudsman Service contact details are:

Housing Ombudsman Service

PO Box 152

Liverpool

L33 7WQ