Listen carefully.
Resolve clearly.
This Complaints Policy explains how NORTHGATE HOUSE RTM COMPANY LIMITED receives, reviews and responds to concerns about its residential property management and related support services.
We aim to understand the issue, review the relevant information and provide a clear response based on the circumstances of the matter.
Purpose of this policy
A straightforward route for raising concerns and bringing property management matters to our attention.
We recognise that a property management matter may involve several people, communications or practical actions. If you are dissatisfied with an aspect of a service, we want to have an opportunity to understand the issue and review the relevant information.
This policy sets out how complaints are received, acknowledged, investigated, responded to and, where appropriate, reviewed.
The process is intended to provide a clear and proportionate way of dealing with concerns while keeping relevant property records and communications appropriately organised.
What can be complained about
Complaints may relate to the service provided, communication or an action connected with an agreed property management arrangement.
Service delivery
A concern about whether an agreed service or action was carried out in accordance with the relevant arrangement.
Communication
A concern about communication relating to a property matter, maintenance issue, contractor coordination or agreed administrative support.
Property management administration
A concern about the handling, organisation or follow-up of relevant property information or management records.
Contractor coordination
A concern about communication or coordination undertaken within the agreed scope of a contractor-related service.
Where a concern relates directly to an independent contractor or another third party, we will distinguish between the part of the matter that falls within our agreed service and the part that is controlled by the third party.
How to make a complaint
Complaints can be submitted in writing so that the relevant details can be reviewed accurately.
Identify the matter
Tell us which property, service or management matter your complaint relates to.
Describe the concern
Provide a clear explanation of what happened and why you are dissatisfied.
Provide information
Include relevant dates, correspondence, property details or other information that may assist the review.
Contact us
Send the complaint to northgatehousemanagement@outlook.com or use our contact page.
Our complaints process
Each complaint is considered against the relevant service arrangement and the information available.
Receipt
We will record the complaint and identify the property, service or management matter involved.
Acknowledgement
We aim to acknowledge a written complaint within 3 working days of receiving it and confirm the next step where further review is required.
Review
Relevant records, correspondence, agreed scope, actions and available information will be reviewed as appropriate to the complaint.
Response
We will provide a written response explaining the outcome of the review and any appropriate action or next step.
Further review
Where the matter remains unresolved, the complainant may request that the complaint is reviewed again, providing any relevant additional information that was not previously considered.
Complaint timescales
We aim to handle complaints promptly while allowing enough time to review the relevant property and service information.
Within 3 working days
We aim to acknowledge a written complaint within 3 working days of receipt and confirm whether further information is required.
Within 10 working days
Where the matter is straightforward, we aim to provide a substantive response within 10 working days of receiving the complaint and the information reasonably required to review it.
More detailed matters
Some property matters may require information from contractors, property records or other parties. Where more time is reasonably required, we will provide an update explaining the position and, where possible, the expected next step.
Long-running complaints
Where a complaint cannot reasonably be concluded within 20 working days, we will provide an appropriate progress update rather than leave the matter without communication.
Working-day periods exclude Saturdays, Sundays and public holidays in England. Where information or action is required from another party, the timing of that third-party response may affect the overall review period.
How complaints are reviewed
The review focuses on the actual service arrangement and the information relevant to the particular property matter.
The review may consider the agreed scope of work, relevant communications, maintenance information, contractor correspondence, property records and actions already taken.
Where the complaint concerns a particular communication or event, the relevant dates and available records may be considered to establish the sequence of events.
Where further information is needed, we may ask the complainant or another relevant party to provide clarification before the review is completed.
The outcome will be based on the information reasonably available and the terms applying to the relevant service arrangement.
Response and further review
The response will explain the position as clearly as reasonably possible.
Written response
The response will normally be provided by email and will identify the main points considered during the review.
Action where appropriate
Where the review identifies an appropriate practical action within our responsibility, that action will be explained in the response.
Additional information
If relevant information was not available during the initial review, it may be considered when a further review is requested.
Final internal response
Once the internal review has been completed, we will explain that the response represents our final position under this complaints process, where applicable.
Complaint records
Appropriate records help us understand what was raised, what was reviewed and what response was provided.
We may retain relevant complaint correspondence, supporting information, review notes and responses as part of our ordinary business and property management records.
Complaint information will be handled in accordance with our Privacy Policy and applicable data protection requirements.
Records will be retained only for as long as reasonably required for the relevant business, contractual, legal or administrative purpose.
Make a complaint
Please contact us directly if you would like to raise a complaint about an agreed property management service.
Northgate House RTM Company Limited
Company No. 14950635
Glendevon House Hawthorn Park, Coal Road,
Leeds, England, LS14 1PQ
northgatehousemanagement@outlook.com
+44 7828512333