We pride ourselves on the high quality of service that we provide to our valued customers. Unfortunately, from time to time, things don’t always go to plan. When this happens and if you feel that we have not dealt with something as you would have liked, we encourage you to let us know. We will work with you to put things right and we will always use your feedback to improve our performance.
In the interests of good customer service, Ocasa Management Limited have adopted the following procedure which will be followed in dealing with any complaint received:
Stage One
We would like to deal with any issue you may have as quickly as possible through your Operations Team. Your first point of contact should be your General Manager. This person is specified in your welcome information, on the notice board located in your building and on our Ocasa website. The General Manager will try and resolve the matter as quickly and as smoothly as possible. You will receive a formal response, on email or in writing, within two working days.
Stage Two
If the actions we have taken have not resolved the situation to your satisfaction, we encourage you to let us know by sending our Head of Operations an email or letter using the contact details below. We would ask that you clearly state ‘Head of Operations - Complaint’ in the title and provide as much detail as possible. We have also prepared a form at the end of this procedure document to help you capture the information we may need.
Email: complaints@ocasahomes.co.uk
Ocasa Management Limited
Linley House
Dickinson Street
Manchester
M1 4LF
Once we have received your written complaint, we will send an acknowledgement email within one working day.
Your complaint will be reviewed and you will be given an opportunity prior to the review to meet face to face or via video conference to discuss your concerns with our Head of Operations if you wish.
Within five working days of receipt of your written complaint or within five working days of a face to face meeting or video conference, we will write to you to inform you of the outcome of our internal investigation into your complaint and let you know what actions, if any, we have taken or will take. If at this stage we are unable to conclude out investigations, we will advise you accordingly, with reasons and confirm our anticipated timescale for conclusion.
Stage Three
At this stage, if you are still not satisfied, you should contact us again at the below contact details and we will arrange for a separate review to take place by the Operations Director.
Email: complaints@ocasahomes.co.uk
Ocasa Management Limited
Linley House
Dickinson Street
Manchester
M1 4LF
The Operations Director will acknowledge your complaint within one working day and offer you the opportunity prior to the review to meet for a face to face meeting or via video conference to discuss your complaints, if you wish. Our Operations Director will respond to you, on email or in writing, within five working days of receiving your request for a review or within five working days of face to face meeting or video conference, confirming the results of our final investigation into the matter.
The Property Redress Scheme
Ocasa are committed to providing a fair and transparent outcome. We will always try to resolve your concerns, if you are still not satisfied with the outcome following the final stage of our in-house complaint procedure or more than eight weeks has elapsed since the complaint was first made, then you can take the matter up with The Property Redress Scheme.
As a responsible property manager, we are members of The Property Redress Scheme, an independent body who will review a complaint, without charge, once our in-house complaint process has been followed.
You can contact The Property Redress Scheme using the following contact details. Further details of this scheme can be found on their website listed below.
The Property Redress Scheme
Premiere House
1st Floor
Elstree Way
Borehamwood
WD6 1JH
Tel: 0333 321 9418
Email: info@theprs.co.uk
Website: https://www.theprs.co.uk
February 2021
