Who keeps it
Owners, admins and managers. Whoever takes a complaint records it, so a manager, who has no other Office page, finds Complaints as a row of its own in the menu. A manager pinned to one branch sees the complaints they recorded or handle.
Recording a complaint
Press Add a complaint and give the day it was received, who it is from and who they are, how it was made and what it is about, with the property and the landlord client when it concerns one. Choose a handler who was not involved in it, now or later. Update it as it moves on: the day it was acknowledged, the final response and the outcome, which is needed to close it. Under Handler, review, letters and files, record the handler, the written outcome, a review and who carried it out, and a referral to the scheme with its case reference and decision, then press Save these details.
The 8 weeks
The register counts 8 weeks from the day a complaint was received. If a complaint is not resolved within 8 weeks, the person can usually take it to your redress scheme. The morning email to the owner and admins names a complaint with no final response from 7 days before it reaches 8 weeks.
Your scheme’s own steps
Record the agency’s redress scheme on Agency compliance, and each complaint shows the steps and dates of that scheme, The Property Ombudsman or The Property Redress Scheme, beside it.
Letters and files
Each complaint prepares four letters for the handler to check, sign and send: Acknowledgement of your complaint, The outcome of the investigation, The review of your complaint and The final view of your complaint. Record the day each one went once it has. Add files to a complaint as a PDF, JPG or PNG.
The written procedure and exports
Below the register, Written complaints procedure starts from a draft written from the scheme recorded on Agency compliance. Change it to how your office handles complaints; it is shown on your Fees and protection page. Owners and admins edit it. Once the register holds a complaint, it downloads as a CSV or a PDF.
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