The one thing to keep in mind while hiring a Block Management Company is to ensure that you hire the services of a company with proven expertise in the field. We provide end-to-end services such as:
- All maintenance & repair obligations that a freeholder has
- The preparation as well as administration of ground rent demands & service charge .
Our Complaints Procedure:
Whilst GQ Property Management undertakes our duties in a conscientious, polite and efficient manner, we do recognise that on occasion things may go wrong or a dispute can arise.
In every case, we would hope that any dispute can be resolved informally without the need to escalate the issue. However, in the rare event that an informal solution cannot be found, it will be necessary to investigate the matter on a more formal basis.
In this event, we ask that we are notified as soon as possible after the incident (within 10 working days if possible) so that the matter can be investigated. We are able to learn from these experiences and continuously improve the services we provide.
Any complaint is taken seriously and every effort will be made to deal with it promptly and transparently.
Our complaints process is outlined below, this will help us to deal with any complaint promptly.
Definition of Complaint – for the purpose of a complaint it shall be about the level of service provided by GQ Property Management or the actions of an employee, retained consultant or service provider. The general scope of a Managing Agent’s duties is laid out in the RICS Service Charge Management Code 3rd edition. Copies of this may be gained from www.RICS.org/uk
Making a complaint – by letter to Managing Director, GQ Property Management Ltd, 38 Corbidge Court, Glaisher Street, Greenwich Quay, London, SE8 3ES or by email to email@example.com Details you will be requested to provide are the date of the incident, the location of the incident, name of the employee involved or the service provider and a detailed account of the incident.
Acknowledgement – we will acknowledge your complaint within 3 days.
Investigating your complaint – your complaint will be dealt with by the Managing Director who will thoroughly investigate the matter and, we would hope that this part of the process take approximately 14 days.
Communicating the outcome – you will receive a full written response setting out the findings of the investigation and solution within a further 3-5 working days.
Appealing the decision – if you remain dissatisfied with the decision, you should provide your reasons for this in writing to the Managing Director and a full review of the process and the outcome will be reviewed by the Directors and a further written decision will be provided. This will be provided within 21 working days.
Further representation – if you remain dissatisfied with the outcome of this process after the appeal stage or if more than 8 weeks have elapsed since the complaint was first made, you may refer the matter – without charge – to:
The Property Ombudsman Ltd
43-55 Milford Street
01722 333 306
Please note the following:
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.