In the event of a complaint, the following action and steps should be taken:

1. Initial Contact with Property Manager
We encourage you to promptly address your concerns by discussing them verbally with your Property Manager. If the matter remains unresolved, please document your complaint in writing and email it to your Property Manager and also to [pm@praxisblockmanagement.co.uk].

Your Property Manager will acknowledge the receipt of your complaint and make diligent efforts to address the reported issues within 14 working days.

2. Escalation to Senior Property Manager
Should you find the resolution unsatisfactory, please escalate your complaint by writing or emailing the Senior Property Manager at [pm@praxisblockmanagement.co.uk]. Clearly outline the reasons for your dissatisfaction and explain why you believe the matter warrants further
review.

The Senior Property Manager will acknowledge receipt of your email and respond within 14 working days. If additional time is required for a thorough investigation, an extension may be sought.

3. Further Escalation if Necessary
If you remain dissatisfied following the Senior Property Manager’s response, you may escalate the matter by writing or emailing the Senior Property Manager. Please specify the unresolved issues or instances where, according to the terms of the lease, the expected service has not been provided.

The Senior Property Manager, in consultation with the Head of the Property Team, will provide a comprehensive final response within 21 working days of receiving your email.

4. Seeking External Review – Property Redress Scheme
In the unlikely event you continue to bel dissatisfied, even after exhausting the internal resolution process, you may choose to escalate your complaint to The Property Redress Scheme. Address your concerns in writing to:
The Property Redress Scheme. First Floor, Lumiere, Elstree Way, Borehamwood, Hertfordshire, England, WD6 1JH.