Complaints procedure
If something isn’t right, we want to know, and we want to put it right quickly.
Stage 1: tell us
Raise your complaint with the director responsible for your building, through the resident portal, by email to hello@yourblockmanagement.co.uk, or in writing to The Mullions, Nayland Road, Great Horkesley, Colchester CO6 4HH.
We will acknowledge your complaint within [3] working days and aim to send a full written response within [15] working days. If we need longer, we’ll tell you why and when to expect it.
Stage 2: review
If you’re not satisfied with our response, ask for a review. A different director who was not involved in the original complaint will look at it again and send our final written response within [15] working days.
Stage 3: independent redress
If you remain unhappy after our final response, or if eight weeks have passed since you first complained, you can refer your complaint to our redress scheme free of charge. We will publish the scheme’s name and contact details here before we take on our first building.
What we record
We log every complaint, how it was handled and what we learned, and review them regularly to improve our service.