Commendations & Complaints Procedure

If you have been pleased with the service provided to you we would very much welcome your kind comments. You can contact us via any of the methods mentioned in our ‘Contact Us’ page and we will notify the member of staff concerned, we are sure they will be thrilled to hear from you!

We are passionate about providing the highest levels of service to all of our clients, all of the time. However, we recognise that sometimes issues can occur. We have therefore set out below the steps which you should take if you are dissatisfied with any aspect of our service delivery.

Step 1

Please write to the Director of Blake Property Management who is responsible for your development, even if the complaint is against the Director themselves. Your letter should include the date upon which the incident occurred, the nature of the incident, those involved and those affected by the incident (if appropriate). Please also include any relevant information or correspondence. You should send your letter to:

Blake Property Management Ltd
PO BOX 741
Aylesbury
HP22 9BD

The Director will acknowledge your complaint in writing within 7 working days of receipt. The Director will then carryout a full investigation of your complaint and write to you, aiming for a full resolution of the complaint within 28 days. If we need more time to investigate your complaint we will notify you of this.

If you are not satisfied with the response please refer to Step 2 below.

Step 2

In the unlikely event that you are not satisfied with the response received then please write to a Director of Blake Property Management Ltd (who was not involved in the incident) detailing your reasons for your complaint and include any prior information or correspondence. Your complaint will be acknowledged in writing within 3 working days. The Director will fully investigate the nature of the complaint and all correspondence and will aim to resolve the issue to the satisfaction of both parties within 28 days, or notify you if more time is needed to investigate.

This represents the final stage in our complaints procedure.

If after exhausting steps 1 & 2 you feel that the issue has not been resolved to your satisfaction or if you receive a letter from us stating that we are no longer considering your complaint or cannot help you further, you have the right to approach the Ombudsman Services: Property of which we are a member and ask them to consider your complaint.

The Ombudsman Services: Property provides an independent service. They consider complaints fairly by looking at the facts and listening to both parties. Their contact details are as follows:

Ombudsman Services: Property
PO Box 1021
Warrington
WA4 9FE

Tel: 0330 440 1634 or 01925 530270

Fax: 0330 440 1635 or 10925 530271

Email: enquiries@os-property.org

Website: www.os-property.org