Complaints procedure

Is our attention to detail up to standard?

Our commitment to you

We aim to do our best to provide a quality service, in a polite, efficient and fair way but we know that sometimes things can go wrong. 

When this happens we would like you to let us know, then we can try to put matters right, and if necessary, review our processes and learn from our mistakes. We take all complaints about our service very seriously and we will endeavour to deal with your complaint promptly.

To ensure that we have all the facts necessary to investigate your complaint we have a step by step procedure for you to follow. Following this procedure will enable us to expedite your complaint to a mutually satisfactory resolution.

When to complain

If you are dissatisfied with any aspect of our service

If we have failed to follow our own policies or procedures

If we have failed to carry out a repair within a reasonable timeframe

If you believe we have discriminated against you

If you have had a problem with one of our employees

Follow our 3 stage complaints procedure

The most effective way of resolving a problem is to give the employee involved the opportunity to discuss your dissatisfaction with you informally. Before you decide whether to make a formal complaint we therefore ask you to try to resolve the matter by contacting your Property Manager.

Stage 1

If your problem is about your Property Manager and you are unable to discuss the matter with him/her or if you are unhappy with the way the matter was dealt with by your Property Manager you should put your complaint in writing and send it to:

Head of Operations

Barratt Residential Asset Management
Wallis House
Great West Road
Brentford
TW8 9BS

Email: customer-service@barrattram.co.uk

We will acknowledge receipt of your letter, email or fax within 3 working days. A full investigation will be conducted and you will receive a written reply within 15 working days. All complaints are tracked to ensure that we adhere to this procedure.

Complaints are often complex and if you are not entirely happy with our response you should follow Stage 2 of the procedure.

Stage 2

If you feel you have not received a reasonable response to your complaint under Stage 1, you can write for the attention of the Managing Director of Barratt Residential Asset Management within 21 working days of the receipt of the response to Stage 1. The Managing Director or a nominee in consultation with the Managing Director will conduct a separate review of your complaint and respond to you in writing within 14 working days to inform you of the decision. Your complaint and the way it has been handled will be considered.

Please address your letter to:
Managing Director
Barratt Residential Asset Management
Wallis House
Great West Road
Brentford TW8 9BS
Email: customer-service@barrattram.co.uk
If you are still dissatisfied you may find that mediation is the appropriate next stage. 

Stage 3

We always try to fully resolve concerns ourselves, and we achieve this for the majority of complaints we receive. However, if we cannot fully satisfy your concerns, you can then seek an independent external review of our actions. We will let you know the relevant option(s) in our Stage 2 response, but most complaints can then be reviewed by the Ombudsman Services: Property.

Ombudsman Services: Property is an independent body, who deal with property-related complaints for many different organisations in the UK. Their contact details are:

Post:
Ombudsman Services: Property
PO Box 1021
Warrington
WA4 9FE
Telephone: 0330 440 1634
Electronic Contact Form: www.ombudsman-services.org/property.html Website: www.ombudsman-services.org

Independent advice

LEASE (The Leasehold Advisory Service) offers FREE advice on the law affecting residential leasehold in England and Wales. It is totally independent and is funded by Government.

Telephone:
020 7383 9800 (England) Website: www.lease-advice.org

What this procedure does not cover

Everyday matters such as reporting or chasing a repair
Accounts queries
Complaints by one resident about another (unless the lease allows)
Defects in your apartment – sometimes there will be problems in your apartment that can only be resolved by the construction team e.g. shrinkage cracks, unless the defect is caused by a problem within the communal areas which we have responsibility for managing.
These above matters should be directed to:

Customer Services
Barratt Residential Asset Management Wallis House
Great West Road
Brentford TW8 9BS
Email: customer-service@barrattram.co.uk

Please note

It may be tempting to withhold payment of your service charges. We ask that you do not take this approach as it often makes a difficult situation worse. Non-payment may also be subject to interest and additional charges.
We are happy to receive a complaint from someone who is representing you.
If you are a tenant renting accommodation you need to refer your complaint to your flat landlord in the first instance.

This process may not cover all complaints and we reserve the right to change the process and responsibilities depending on circumstances.