We understand that, from time to time, things may go wrong but we will deal with your complaint ensuring all relevant legislation, codes of practice, the covenants of your lease or transfer are taken into account.
If you are not satisfied with the way we have delivered a service to you or feel that we have failed to keep you informed or you feel you have suffered inappropriate behaviour or treatment from our staff, we ask you to follow the complaints procedure set out below.
Our Complaints Procedure:
- In the first instance, any complaints will be dealt with by the Property Manager appointed to undertake daily management and any problems should be dealt with quickly.
- If the Manager is unable to satisfy the complaint and resolve the issue, then:
- Bring a formal complain in writing to the Directors
- We will acknowledge receipt of your complaint within three (3) working days
- We will investigate and respond to you with the final outcome within fifteen (15) working days
- If the matter is not resolved to your satisfaction or more than eight (8) weeks have elapsed since the complaint was first made, then it should be referred to The Property Ombudsman for them to review.
You will need to submit your complaint to The Property Ombudsman within twelve (12) months of receiving our final viewpoint communication, 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.
Contact Details:
The Property Ombudsman:
The Property Ombudsman Ltd
Millford House, 43-55 Milford Street Salisbury, Wiltshire, SP1 2BP
01722 333 306
Jaxan (London Limited:
Angela West (Property Manager) 07956 295 816 or jaxanlondon@gmail.com
Jacqueline Nunns (Director) 07736 673 809 or anjaxproperty@gmail.com