Complaints Procedure

We strive to provide our Client’s and residents with a quality service at all times. If however there is a time when you feel that we have not met your expectations, we want to know about the issue and will proactively seek to resolve the matter quickly.

Complaints can be made either by telephone, in writing or by e-mail. We have outlined below the procedure for registering a complaint and how we will handle it.

Stage 1

If your complaint is verbally reported then in the first instance we would ask that it is directed to the person that you have been dealing with regarding the issue. That person will discuss the matter with you and will hopefully be able to address your issues satisfactorily.
With all telephone complaints it is possible that the complaint will require some investigation. If this is the case then we undertake to call you back within 24 hours with a response. If a full response is not possible within that timescale, we will still call you to let you know the reasons why.

If your complaint is in the form of a letter, fax or e-mail then we undertake to acknowledge your complaint within 2 working days of receipt. Following investigation of the complaint, a full reply will be sent out no later than 10 working days from the date of receiving the complaint.

As with telephone complaints, your complaint should initially be addressed to the person you have been dealing with, unless this has already been done via the telephone.

Stage 2

In the event that the person handling the matter is unable to resolve the matter satisfactorily then they will refer the matter to a member of the management team and they will review the matter and respond to you with a view to resolving the complaint satisfactorily.

Stage 3

If the matter has not been resolved to your satisfaction then the matter will be referred to the Managing Director and they will review the complaint and respond. It may be that a meeting would be an appropriate means of discussing the complaint and seeking a resolution and such a meeting will be offered at this stage. 

A further option is mediation, which is where an external person or organisation mediates between the two parties and tries to bring about an agreement. The Leasehold Advisory Service (LEASE) offer such a scheme and they can be contacted at or by telephone on 020 7832 2500. 

It is a condition of ARMA membership that we offer access to an Ombudsman scheme if a dispute is not resolved within 8 weeks from your activation of our complaints procedure.

Hobdens Property Management Ltd is a member of The Property Ombudsman Limited and contact details are as follows: 
The Property Ombudsman Limited,
Milford House
43 – 55 Milford Street
SP1 2BP 
Telephone: 01722 333306 

Revised: September 2018