We hope your time with us at The Umbrella Homes will be happy and without incident, but we know that sometimes problems arise and we have a complaints procedure in place to help resolve them quickly and satisfactorily.
1. Making a complaint
In the first instance your complaint should be directed in writing and if applicable including any photos that may highlight the issue to firstname.lastname@example.org. Your complaint will be acknowledged within 3 working days. The branch will conduct a full and thorough investigation and a full written response will be sent within 15 working days.
2. If you remain dissatisfied
If you feel the matter remains unresolved you should write to the Director of The Umbrella Homes explaining why you are unhappy with the response. The Director will conduct a comprehensive review of your complaint and will give a final viewpoint in writing within 10 working days.
3. Independent redress
In the unlikely event that you are still dissatisfied then you may refer the matter to the Property Ombudsman at the following address:
The Property Ombudsman
43-55 Milford Street
Tel No.: 01722 333 306
Please be aware that you have up to 12 months from the date of the final viewpoint letter to refer your complaint to the Ombudsman in writing.
4. What next?
You will receive written confirmation from the Property Ombudsman that your complaint form has been received. They will write to the branch, enclosing a copy of your complaints form, and request their file and a statement describing their version of events.
The complaint will be reviewed by the Property Ombudsman’s office together with the response from the branch and a recommendation will be made to the Ombudsman who will then make a final decision which is binding upon the branch in question.