Your home is managed by Allsop which prides itself on the quality of customer service provided. Should you feel dissatisfied with the service and wish to make a complaint, you will need to follow our Complaints Handling Procedure, details of which can be found below.
Allsop is a member of The Property Ombudsman (TPO), the Association of Residential Letting agents (ARLA), the Royal Institute of Chartered Surveyors (RICS) and Association of Residential Managing Agents (ARMA).
By belonging to these organisations, they are qualified to follow strict professional standards.
Stage one involves making a complaint in writing to the Community Manager (details below). Upon receipt of your written complaint an acknowledgement of the correspondence will be made in writing within 3 working days. An assessment will then be made of your submission and a response (including a solution if appropriate) will be sent to you within 15 working days of receiving the written complaint.
The contact details of the Site Manager are as follows:
Community: Spinning Fields
Name: Alex Masters
Title: Community Manager
Email: [email protected]
Should you feel we have not satisfactorily dealt with the matter, you may address your complaint to the Operations Director. This must be done within 28 days of receipt of the letter or email from the Community Manager. Your correspondence will be acknowledged within five working days and a final letter will be issued within a further 15 days.
The contact details of the Operations Director are as follows:
Name: Kelly Smith
Title: Director of Operations
Email: [email protected]
Post: Allsop Letting and Management, 8th Floor, Platform, New Station Street, LS1 4JB
If you remain dissatisfied after the last stage of our in-house complaint procedure (or more than eight weeks has elapsed since the complaint was first made) then you may take the matter up with our chosen approved redress provider without charge. You will need to submit your complaint to the redress provider within 12 months of receiving our final correspondence.
The contact details for The Property Ombudsman are as follows:
Telephone: 01722 335458
Email: [email protected]
Website: www.tpos.co.uk
Post: Milford House, 43 - 55 Milford Street, Salisbury, Wiltshire SP1 2BP
The Ombudsman will not consider your complaint only once you have exhausted our internal complaints procedure.
Once the Ombudsman has concluded their investigation you may forward your complaint to the NFoPP Regulation Department which is the regulatory function of the ARLA Propertymark.
You will need to submit your complaint to the NFoPP Regulation Department within six months of the Ombudsman’s final review. You should include a copy of the Ombudsman’s review and a copy of your signed acceptance /rejection letter and any other supporting documentation which you feel will assist the assessment of your complaint.
The contact details for the NFoPP Regulation are:
Email: [email protected]
Website: www.nfopp-regulation.co.uk
Post: NFoPP Regulation, Arbon House, 6 Tournament Court, Edgehill Drive, Warwick, CV34 6LG.
