H&M Properties

1) Introduction

This procedure outlines how complaints from service users—including prospective tenants, tenants, and landlords—are handled fairly, promptly, and transparently. H&M Properties are committed to dealing effectively with any complaints you have about our service. If we have made a mistake we will apologise and try to put things right.

We review complaints regularly. Wherever possible, we will use this information to improve the way we do things. We also welcome comments and compliments about the service we have provided.

How to contact H&M Properties:

We want it to be simple and convenient for you to raise a complaint, make a comment or pay us a compliment.

To contact us:

Call: 029 2168 0006

Email: info@handmproperties.co.uk

Write to: H&M Properties, 7 Fidlas Road, Llanishen, Cardiff CF14 0LW

2) Informal Resolution

We encourage service users to raise concerns informally in the first instance. Many issues can be resolved quickly by speaking to the relevant staff member or manager.

Contact the office by phone, email, or in person.

We aim to resolve informal complaints within 5 working days.

3) What can you expect from us when you make a complaint?

If the issue is not resolved informally, a formal complaint may be submitted in writing:

Email: daniel@handmproperties.co.uk

Post: H&M Properties, 7 Fidlas Road, Llanishen, Cardiff CF14 0LW

Online Form: https://www.handmproperties.co.uk/contact

Complaints should include:

Full name and contact details
Property address (if applicable)
Details of the complaint, including dates and names of any members of staff you have dealt with and where you are able to enclose/attach any supporting evidence
Desired outcome or resolution

If we receive a complaint from you, we will do all that we can to help you and we will try to find a solution to any problems you have brought to our attention.

We will ensure that:

Your complaint is acknowledged within 3 working days of the date that it is received
We will aim to resolve the complaint within 15 working days - if your complaint is more complex we may need more time.
We will let you know within the 15 working day period if we think it may take longer to investigate your complaint and tell you how long we expect it to take, providing regular updates.
We will respect your right to confidentiality and privacy and we will treat you fairly and in accordance with our commitment to equality.
If you are asking us for a service for the first time e.g. repairs, you should give us a chance to put things right. If you are not happy with our response and you let us know, we will then treat it as a complaint.
The person who is investigating your concerns will firstly aim to establish the facts. In some instances we may ask to meet you to discuss your concerns.

4) Investigation

The complaint will be investigated by a senior member of staff. This may include:

Reviewing correspondence and records
Speaking to relevant staff or contractors
Consulting tenancy agreements or service contract

5) Outcome

Following our investigation, we will let you know what we have found and we will use your preferred form of communication, such as letter or e-mail, when we contact you. We will explain how and why we came to our conclusions.

If we find that we have done something wrong, we will tell you this, explain what happened and apologise. If we find there is a fault in our systems or the way we do things, we will tell you what it is and how we plan to change things to stop it happening again.

6) Putting things right

If there is a simple solution to your problem, we may ask you to accept this solution. For example, where you asked for a service and we see straight away that you should have had it; we will offer to provide the service rather than continue to investigate.

7) Staff training

We will make sure that our staff are trained to handle complaints effectively and receive appropriate training in the use of the Complaints Policy.

8) External Redress

If the complaint remains unresolved, service users may refer the matter to:

The Property Redress Scheme

Phone: 0333 321 9418

Email: info@theprs.co.uk

Address: Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH

Website: www.theprs.uk

You can contact the Redress Scheme at any time. However, they are unable to deal with a complaint until our complaints process has been completed and we have had a chance to put things right, or more than 8 weeks has elapsed since the complaint was first made.