All ARMA members must have a written complaints handling procedure.
The existence of the procedure should be publicised and made well known to all clients and leaseholders, preferably with the Ombudsman’s logo displayed.
You must give a copy of your procedure to any leaseholder or resident that requests one; and it is good practice to give a copy to all clients.
Covering Topics
Overview
Ombudsman Services
Points to Consider on Use of the Redress Schemes
Benefits of Positive Complaints Handling
Good Practice for Writing/Reviewing a Complaints Handling Procedure
Publicising Your Complaints Procedure - Options
Mediation
Recommended Good Practice for Those Handling a Complaint
Checklist for Those Who Review the Handling of Complaints
Arbitration Clauses in Leases
Sample TPO-compliant CHP
Further Information
Annex A - TPO Sample Template
Annex B - TPO Process and Timescales
Resource
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