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Complaints Procedure

We record every complaint, investigate it and tell you the outcome. If you are still not satisfied, you can ask The Property Ombudsman to review it free of charge.

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Last updated by the Plymouth Block Management team.

In the unlikely event a complaint needs to be made and formally recorded, we will follow a simple procedure to record, investigate and address the complaint in a professional and timely manner using our ISO 9001:2015 Quality Management System.

Complaints are reviewed at our monthly Management Review meetings by Senior Management to identify areas of improvement in procedures and staff as part of our commitment to quality as an ISO 9001:2015 Registered company. Feedback from the directors and leaseholders we work with is on our client testimonials page.

Here’s What Will Happen to Your Complaint

  1. The details of the complaint will be recorded on PBM Form #01-22 ‘Complaint Management Form’ and an initial investigation is carried out internally.
  2. The Complainant receives a call back within 24 hours to detail the progress of the investigation.
  3. Once the investigation is complete appropriate action will be taken and recorded on the Complaint Management Form – the Complainant is informed of the outcome of the investigation and any actions appropriate to the resolution which will be taken.
  4. If the complainant is not happy, they may request the complaint be passed to the General Manager and then Managing Director for further investigation or appeal.

Independent Review

If the complaint has not been resolved to your satisfaction within 8 weeks of it being made, or you are unhappy with our final response, you can refer it to The Property Ombudsman for an independent review. Plymouth Block Management is a member of the scheme. The Ombudsman is free to use for consumers, normally expects you to have completed our procedure first, and its decisions are binding on us if you accept them. A referral must reach the Ombudsman within 12 months of our final response. It can be contacted at:

Website: https://tpos.co.uk

Email: admin@tpos.co.uk

Post: The Property Ombudsman, Unit 159756, PO Box 7169, Poole, BH15 9EL

Phone: 01722 333306

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How to Make a Complaint

You can raise a complaint with us by phone on 01752 257338, or in writing to Plymouth Block Management, Top Floor, Ocean Building, Queen Anne's Battery, Plymouth, Devon, PL4 0LP. If your issue is a repair or a service charge query rather than a complaint, the quickest route is our resident support page.

Putting a complaint in writing, and keeping copies of what you send and receive, gives both sides a clear record of what was raised and when. The Ombudsman will usually want to see that correspondence if the complaint is referred to it later.

What to Include

A complaint is easier to resolve quickly when it identifies the building and the flat, sets out what happened and when, names anyone you have already dealt with, and says what outcome you are looking for. Copies of any relevant correspondence, invoices or photographs help.

Complaints about a service charge demand are handled through this procedure, but it does not replace your right to apply to the First-tier Tribunal under section 27A of the Landlord and Tenant Act 1985 for a decision on whether a charge is payable and reasonable. Paying a charge does not, by itself, mean you have agreed it.