How we deal with customer service issues

While we try our hardest to ensure that your property is managed to the satisfaction of all, there are times when we cannot fully satisfy all the residents, all of the time, or where we are not responsive enough, or simply get it wrong. It happens.

Review our Customer and Client Charter to find out more.

If you are experiencing any customer service issues, please by give us a call on 020 8371 7070. Generally we can resolve 90% of the issues over the phone or put plans in place to resolve any such issues within an appropriate timescale. Remember, if we don't know about something, we can't fix it. In addition to this, we are obliged by the codes of practice we follow to have a formal complaints procedure which is set out below:

Stage 1

In the first instance you should raise your complaint with your property manager. They will do their best to resolve the issue, or at least identify a solution, as soon as practically possible. When raising such a complaint it is useful if in any written communication or email you use the word 'complaint' in the subject area, and if making the complaint by phone please identify that you are raising the matter as a 'complaint' and that it should be logged as such.

Stage 2

If for any reason your complaint is not satisfactorily dealt with by your property manager, or it is about your property manager, please get in touch with our Head Office to discuss what has gone wrong. Please also feel free to make an appointment to come and meet with us if this is more convenient. Again when raising such a complaint it is useful if in any written communication or email you use the word 'complaint' in the subject area, and if making the complaint by telephone please identify that you are raising this matter as a 'complaint' and that it should be logged as such.

Stage 3

In the unlikely event that your issue is not resolved at stage 1 and 2, please contact the directors explaining your complaint. It is very important that you mark your letter or email as a 'Formal Complaint' so that it may be dealt with quickly and at the appropriate level. The directors will ask the relevant senior manager to investigate your complaint and respond as soon as practically possible. The directors will then follow up the satisfactory resolution of the complaint.

Stage 4

Crabtree is a member of The Property Ombudsman Scheme (www.tpos.co.uk). If we cannot resolve your complaint to your satisfaction following the stages outlined above, you are welcome to ask the ombudsman to take a look. The advantage of the ombudsman is that they will look at the matter with a fresh and totally unbiased view. The ombudsman will review your issue after you have exhausted the stages set out above.