Complaints Procedure - Open Door

Our Complaints Procedure

Statement of Intent

OSUK Limited and its brand name Open Door 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 to make a complaint.

Our Complaints Procedure is open to anyone who receives or requests a service from Open Door including 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 staff and will be resolved at this stage without the need for further action. 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

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:

Open Door
Waterfront Point
Warrington Road
Widnes
WA8 0TD

Email: hello@opendoor-properties.co.uk

Please title any complaint emails with the word ‘complaints’ within the subject.

Resolve

It is Open Door’s objective to resolve your complaint to your satisfaction within this first stage of the formal complaint’s procedure. The appropriate manager will work to address all 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

If you feel the matter needs to be taken further then, upon your request, the complaint will be escalated. The Managing Director will review your complaint and the response, the Managing Director will aim to provide a response within 10 working days.

If you are not satisfied following the Managing Directors review & response, then you can refer your complaint to The Property Ombudsman.

Ombudsman Service, Property

It is a legal requirement for Open Door to 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 Open Door of your complaint.

The Property Ombudsman and their contact details are as follows:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Tel: 01722 333 306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk

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Complaints Procedure

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