We are committed to providing a professional service to all our clients
and customers.  When something goes wrong, we need you to tell us about
it.  This will help us to improve our standards.

If you have a complaint, please put it in writing, including as much
detail as possible.We will then respond in line with the timeframes set
out below (if you feel we have not sought to address your complaints
within eight weeks, you may be able to refer your complaint to the
Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

·We will send you a letter acknowledging receipt of you complaint within
three working days of receiving it, enclosing a copy of this procedure.

·We will then investigate your complaint. This will normally be dealt
with by the office manager who will review your file and speak to the
member of staff who dealt with you.  A formal written outcome of our
investigation will be sent to you within 15 working days of sending the
acknowledgement letter.

·If, at this stage, you are still not satisfied, you should contact us
again and we will arrange for a separate review to take place by a
senior member of staff.

·We will write to you within 15 working days of receiving your request
for a review, confirming our final viewpoint on the matter.

·If you are still not satisfied after the last stage of the in-house
complaint procedure (or more than 8 weeks has elapsed since the
complaint was first made) youcan request an independent review from The
Property Ombudsman without charge.

*The Property Ombudsman*

*Milford House*

*43-55 Milford Street*



*SP1 2BP*

*01722 333 306*

*admin@tpos.co.uk* <mailto:admin@tpos.co.uk>**

*www.tpos.co.uk* <http://www.tpos.co.uk>**

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.

  Elisa Monti

MD | The Property Club


M : +44 (0)7508 265 436 <tel:00447508265436>

@ : elisa@thepropertyclub.london <mailto:elisa@thepropertyclub.london>

A :Unit 204, 10 Southgate Road, N1 3LY

www.thepropertyclub.london logo <www.thepropertyclub.london>

emergency out of office hours please contact 07508265436 via message or
Whatsapp message where you will be helped by a member of our out of
hours team. Please send a text message with the full property address
and emergency. Only contact our out of office team in a real emergency
and if The property Club property management's office is closed. If the
problem is not found to be an emergency we may refuse to instruct a
contractor to save you incurring a call out charge. Our out of office
team will never send someone out for an appliance (eg.Broken Washing
Machine) related issue outside of working hours or at weekends as this
is not deemed an emergency. Strict guidelines on what is an emergency:
No heating or hot water Check the timer settings and clock are set
correctly If you have an immersion heater, please use this and report to
the office during the next working day If there are no children or
elderly persons living at the property, please wait until the next
working day where feasible If you have underfloor, comfort or electric
heating please check the fuse box No lights Check the fuse box to make
sure that the breaker switches have not switched off Contact the
Electricity Board to ensure they have not turned it off in the
street/building Broken windows or lost door keys We will send a
contractor to temporarily board up the window or doors make the property
safe and will return in working hours to finish the repairs You must
report damage to the police and obtain a crime reference number You will
need to arrange a locksmith at your own expense if it is out of office
hours Water leaks (Serious Only) Turn off the water stop valve to the
property where possible, if you are unable to do so we will send a
contractor to carry out an emergency repair, they will return and
complete any required works during office hours Smell of gas You must
call Transco on 0800 111 999 Appliance issues are not deemed an
emergency and must be reported during office hours as new appliances may
be covered by guarantee or extended manufacturers warranty, failure to
use the correct contractor could result in the warranty becoming null
and void. In this case you will be charged for any costs incurred

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