We understand that, occasionally, issues may arise. Rest assured, we will handle your complaint with full consideration of relevant legislation, codes of practice, and the covenants of your lease or transfer.
If you are dissatisfied with our service, feel that we have not kept you adequately informed, or have experienced inappropriate behaviour or treatment from our staff, please follow the complaints procedure outlined below.
Complaints Procedure
In the first instance, any complaints will be dealt with by a member of the Languard Team who undertakes daily management and any problems should be dealt with quickly. If a team member is unable to satisfy the complaint by resolving the issue, then they will refer this to the Block Manager.
Where it has not been possible to resolve the issue through discussion with the Block Manager, it should be referred to a Company Director.
Any dissatisfaction that relates to the management of the building, the conduct of staff, or the response to earlier complaints, should be brought to the attention of the Block Manager. This can be done in two ways, either by informal discussion with the Block Manager or by submitting the complaint in writing. In either instance, the matter should be raised in the following way:
1. Bring your complaint to the Block Manager, copied also to the Company Director. We will acknowledge the receipt of your complaint within three working days.
2. Allow 15 working days for us to investigate and respond
3. If the matter is still not resolved to your satisfaction you should contact us again and we will arrange for a separate review to take place. We will inform you of the review findings and confirm our final point of view within 15 working days of receiving your request for a review.
4. If the matter is still not resolved to your satisfaction, or more than 8 weeks has elapsed since the complaint was first made, then it should be referred to The Property Ombudsman for them to review. Contact details for ombudsman:
The Property Ombudsman Ltd
Millford House, 43-55 Milford Street
Salisbury, Wiltshire, SP1 2BP
Tel: 01722 333 306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk
Contact:
Address: 1 Old Studios, 31B Bellevue Road, London, SW17 7EF
T: 020 7801 0885 E: info@languard.net
Company Registration No. 14202668
Vat No. 113923926 (Provisional)
Neil Cuffy – Neil@languard.net (Block Manager)
James Wilson - jamesw@languard.net (Company Director)
0207 801 0885
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
NOTE: This complaints procedure is in line with the guidelines set out by The Property Ombudsman to ensure fairness, transparency, and accountability in handling complaints
