Complaints Policy

01. Purpose and scope

MEADOW COURT MANAGEMENT LIMITED provides residential property management services within the scope of the arrangements agreed with the relevant client, property owner, residents’ management body or other authorised party.

This policy applies to complaints about our own service delivery, communications, handling of maintenance reports, coordination activities and other management matters for which we are responsible under the applicable agreement.

It does not automatically make us responsible for decisions, delays or actions controlled by a landlord, freeholder, residents’ management company, contractor, utility provider, local authority or other independent organisation.

02. What is a complaint?

A complaint is an expression of dissatisfaction about an action, omission, decision or standard of service connected with our work, where a response or resolution is requested.

Examples may include:

• Concern about the handling or communication of a maintenance report.
• Concern about the coordination of communal-area cleaning or grounds maintenance.
• Concern about the clarity or accuracy of information we have provided.
• Concern about delays in an activity that falls within our agreed responsibilities.
• Concern about the way an enquiry or management request has been handled.

A routine service enquiry, request for information or new maintenance report will normally be handled through the relevant service process first. If you are dissatisfied with how that matter has been handled, you may ask us to treat it as a complaint.

03. How to make a complaint

Please submit your complaint in writing so that we can understand the issue and keep an accurate record. You can contact us by email or through the enquiry form on our Contact page.

If you need assistance making a complaint because of a disability, language difficulty or another communication need, please tell us. Where reasonably practicable, we will consider an appropriate alternative arrangement.

You may ask another person to assist you or act on your behalf. We may need to confirm your authority before discussing personal information or confidential property matters with that person.

04. Information to include

Please provide as much relevant information as you reasonably can. This helps us identify the issue and investigate it without unnecessary delay.

• Your name and preferred contact details.
• The property address or relevant building, where applicable.
• A clear description of what happened and why you are dissatisfied.
• Relevant dates, correspondence, photographs or existing reference numbers.
• Details of any steps already taken to resolve the issue.
• The outcome you would like us to consider.

Please do not include passwords, full payment-card details or other unnecessary sensitive information. If information is missing, we may contact you for clarification.

05. How we handle complaints

We will normally approach a complaint in the following way:

The person reviewing a complaint will consider the available information impartially and, where reasonably practicable, the matter will be reviewed by someone who was not directly responsible for the action being challenged.

06. Acknowledgement and timescales

We aim to acknowledge written complaints within five working days of receipt. This is a target rather than a guarantee and does not limit any shorter statutory or scheme-specific deadline that applies.

We aim to provide a substantive response within 20 working days where reasonably practicable. More complex matters, missing information, third-party involvement or the need to obtain records may mean that further time is required.

If we expect our review to take longer than anticipated, we will aim to explain the reason for the delay and provide an update on the next steps and expected timing.

07. Our response and possible outcomes

Our response will explain, as appropriate, the issue considered, the information reviewed, our findings and the reasons for our conclusion. We will also explain any practical action that we are able to take within our responsibilities.

Depending on the circumstances, an outcome may include:

• An explanation or clarification of the matter.
• An acknowledgement that a communication or service process could have been handled better.
• Corrective action within our authority.
• A further review or referral to an authorised decision-maker.
• An explanation of why a requested action is outside our control or responsibility.
• Information about any further complaint or dispute-resolution route available.

We cannot promise a particular outcome before reviewing the facts. Any remedy, payment, reimbursement or other proposed resolution will be considered on its individual circumstances, the applicable agreement and relevant law.

08. If you remain dissatisfied

If you disagree with our response, please reply in writing and explain which parts you believe remain unresolved. Include any relevant new information and the outcome you are seeking.

Where reasonably practicable, a further review will be considered by an appropriate person who was not directly involved in the original decision. We will explain whether further internal review is available and, where applicable, how to proceed.

Depending on the nature of the dispute and the parties involved, you may have access to a relevant property redress scheme, an ombudsman, a regulator, a tribunal, a court or another dispute-resolution process. Eligibility, jurisdiction and time limits vary.

We will provide information about a relevant external route where we know one applies to the complaint. We do not suggest that every complaint is eligible for every scheme. You may wish to obtain independent advice about your rights and any applicable limitation period.

09. Urgent and safety-related matters

A complaint is not a substitute for reporting an urgent maintenance issue or an immediate risk to health and safety. Please report urgent property concerns through the appropriate emergency or maintenance channel as well as raising a complaint, if appropriate.

If there is an immediate threat to life or serious danger, contact the emergency services on 999. For a suspected gas leak, leave the affected area and contact the appropriate emergency gas service. Do not wait for a complaint response before taking appropriate steps to protect yourself or others.

For non-emergency maintenance matters, provide the property address, a description of the issue and any relevant photographs, while avoiding actions that could expose you or others to danger.

10. Fair treatment and confidentiality

We aim to treat complainants respectfully and consider complaints without discrimination or retaliation. Raising a complaint in good faith will not, by itself, be a reason to provide a lower standard of service.

We will handle complaint information with appropriate care and share it only where reasonably necessary for investigation, service administration, legal compliance or another lawful purpose. We may be unable to disclose confidential information about another resident, contractor or third party.

Personal information is handled in accordance with applicable data-protection law and our Privacy Policy. Information about cookies and similar technologies is set out in our Cookie Policy.

We may take reasonable steps to manage communications that are abusive, threatening or persistently unreasonable, while continuing to consider the substance of a legitimate complaint and making reasonable adjustments where appropriate.

11. Records and learning

We may retain complaint correspondence, investigation notes, relevant documents, decisions and actions taken for as long as reasonably necessary for handling the complaint, managing the property relationship, meeting legal obligations and establishing or defending legal claims.

Retention periods depend on the nature of the matter, applicable legal requirements, contractual obligations and legitimate operational needs. Records will not be kept indefinitely without an appropriate reason.

Where appropriate, we may use the outcome of a complaint to review our communication or management processes and identify practical improvements.