Complaints Procedure

Though we try our hardest to ensure that your property is managed to all the residents satisfaction it is not always possible, sometimes it is a matter of “being able to please some of the people all of the time and all of the people some of the time but never being able to please all the people all of the time”. Sometime we just get it wrong.

If you are unhappy with our performance, for any reason, please do get in touch, so we can try and resolve the issue. It is certain that if you don’t tell us we will not be able to. Our complaints procedure has a number of stages:-

Stage 1

In the first instance you should raise your complaint with your Property Manager. They should endeavour to resolve the issue, or at least identify a solution, within 10 working days. When raising such a complaint it is useful if in any written communication or email please use the word “complaint” in the subject area and when making the complaint by phone please identify that you are raising this matter as a “complaint” and that it should be logged as such.

Stage 2

If for any reason your complaint is not satisfactorily dealt with by your Property Manager, or it is about your Property Manager, please write to the Regional Manager at your local Remus office to discuss what has gone wrong. You should also feel free to make an appointment to come and meet with the Regional Manager if this is more convenient. Again when raising such a complaint it is useful if in any written communication or email please use the word “complaint” in the subject area and when making the complaint by phone please identify that you are raising this matter as a “complaint” and that it should be logged as such.

Stage 3

In the unlikely event that Stage 1 and 2 do not resolve your issue (or your complaint is about a Regional Manager) please write to the Directors (this can be done by email admin@remus-mgmt.co.uk) explaining your complaint. It is very important that you mark your letter or email as a “Formal Complaint” so that it may be dealt with quickly and at the appropriate level. The Directors will ask the relevant Senior Manager to investigate your complaint and respond within 10 business days. The Directors will then follow up the satisfactory resolution of the complaint. All Formal Complaints are logged and monitored by the Directors and reviewed at Board Meetings.

Stage 4

Remus are a member of The Property Ombudsman Scheme. If we cannot resolve your complaint to your satisfaction you are welcome to ask the Ombudsman to have a look. The advantage of the Ombudsman is that they we look at the matter with a fresh and totally unbiased view. To apply to the Ombudsman you must first follow our procedure above, only then will you have the right to raise the issue with The Property Ombudsman (www.tpos.co.uk) who will independently resolve your case.