Effective date: 22/07/2026
Last reviewed: 22/07/2026
1. Purpose
The management company is committed to providing a good standard of service to all residents and to managing the property fairly, efficiently, and responsibly.
We recognise that sometimes things can go wrong or residents may be dissatisfied with the service they receive. When this happens, we want to know about it so that we can investigate the matter, put things right where appropriate, and learn from the experience.
This Complaints Procedure explains how residents can make a complaint, how we will deal with it, and what residents can do if they remain dissatisfied with our response.
2. What is a complaint?
A complaint is an expression of dissatisfaction about the way the residents’ management company, its directors, managing agent, contractors, or service providers have acted or failed to act.
Complaints may include, but are not limited to:
- Property management or maintenance issues with the building.
- The standard or quality of repairs and maintenance to the building.
- Maintenance charges (sometimes referred to as service charges), accounts, or financial administration.
- The management and maintenance of communal areas and services.
- The performance of contractors or service providers.
- Noise, nuisance, or neighbour-related issues where these fall within the company’s responsibilities.
- Delays in responding to enquiries or carrying out agreed actions.
- Concerns about the way a previous complaint has been handled or the response provided.
- A failure to follow the company’s policies or agreed procedures.
- A breach of the Lease Agreement.
A complaint is different from a routine request for a repair, information, or service. Residents should report routine matters through the usual contact arrangements in the first instance. However, if the matter is not dealt with appropriately or the resident is dissatisfied with the response, it may then be raised as a complaint.
3. How to Make a Complaint
Residents are encouraged to raise concerns as soon as possible so that they can be addressed promptly.
A complaint should be made in writing:
- By email to: admin [at] thppmanagement.co.uk
- By post to: THPP Management Company Limited, c/o Plymouth Block Management, Queen Anne’s Battery, Plymouth, PL4 0LP.
- Via the Contact page on this website.
Complaints will initially be dealt with by our managing agent but may also be referred to the directors of THPP Management Company Limited.
When making a complaint, residents should provide, where possible:
- Resident’s name and contact details (inc. phone number / email).
- Resident’s property address.
- A clear description of the issue.
- Relevant dates and details.
- Any previous correspondence or complaint reference number.
- Details of any action already taken to resolve the matter.
- The outcome being sought, where known.
Residents are not required to use a particular form or wording to make a complaint.
4. Informal Resolution
Where appropriate, our managing agents will try to resolve concerns quickly and informally before a formal complaint is necessary.
For example, if a resident reports a straightforward issue that can be resolved immediately, it may be dealt with as part of our normal property management activities.
However, a resident may request that their concern is treated as a formal complaint at any time. We will not require a resident to repeatedly raise the same issue informally before accepting a formal complaint.
5. Formal Complaints Procedure
Stage 1 – Initial Complaint
Once a formal complaint has been received, the management company or our managing agents will acknowledge it and confirm who is responsible for investigating it.
We will:
- Review the details of the complaint.
- Consider relevant records and correspondence.
- Speak to relevant staff, directors, contractors, or other parties where necessary.
- Consider what action may be required to resolve the issue.
- Provide the resident with a written response explaining the outcome.
We aim to acknowledge complaints within 5 working days and provide a full response within 10 working days.
If more time is needed to investigate the complaint, we will explain the reason for the delay and provide an expected date for the full response.
The response will, where appropriate:
- Summarise the complaint.
- Explain what we have investigated.
- Set out our findings.
- Confirm whether the complaint is upheld, partially upheld, or not upheld.
- Explain any action we will take to put things right.
- Provide timescales for any outstanding actions.
- Explain how the resident can request a review if they remain dissatisfied.
Stage 2 – Review
If a resident is not satisfied with the Stage 1 response, they may request a review.
A request for a review should normally be made within 20 working days of the Stage 1 response and should explain why the resident remains dissatisfied.
The review will, where reasonably practicable, be carried out by someone who was not directly responsible for the original decision or investigation.
The review will consider:
- The original complaint.
- The investigation undertaken.
- The Stage 1 response.
- Any new information provided by the resident.
- Whether the proposed actions are reasonable and appropriate.
We aim to acknowledge a review request within 5 working days and provide a written outcome within 10 working days.
If the review cannot be completed within this timescale, the resident will be informed of the reason and given a revised timescale.
The Stage 2 response will explain the outcome of the review and any further action that will be taken.
6. Putting Things Right
Our aim is to resolve complaints fairly and, where appropriate, put things right.
Depending on the circumstances, this may include:
- Carrying out or arranging necessary repairs.
- Correcting an administrative or accounting error.
- Providing information or clarification.
- Reviewing a maintenance charge or account where an error has been identified.
- Replacing or rectifying defective work.
- Taking action with a contractor or service provider.
- Improving communication or providing a clearer explanation.
- Apologising where we have made a mistake.
- Reviewing or improving our procedures to prevent the issue from happening again.
Where we agree to take action, we will explain what will be done and, where possible, provide a timescale for completion.
7. Complaints About Contractors
Where a complaint relates to a contractor working on behalf of the management company, the complaint should normally be made to the management company or managing agent rather than directly to the contractor.
We will investigate the matter and, where appropriate, raise it with the contractor.
Residents should not be expected to manage or resolve contractual issues directly with contractors appointed by the management company or our managing agent.
8. Noise, Nuisance, and Neighbour Complaints
Complaints about noise, nuisance, or the behaviour of another resident will be considered where the matter falls within the responsibilities or powers of the residents’ management company under the terms of the Lease Agreement.
Residents should provide as much relevant information as possible, including:
- The nature of the nuisance.
- Dates and times when incidents occurred.
- How frequently the issue occurs.
- Any steps already taken to resolve the matter.
- Any relevant evidence, where appropriate and lawful.
Depending on the circumstances, residents may also need to report matters to the appropriate local authority, police, environmental health team, or other relevant organisation.
The company will not normally become involved in private disputes between residents where the matter does not relate to the company’s responsibilities or the management of the property.
We will handle these matters sensitively and will avoid disclosing personal information unnecessarily.
9. Maintenance Charges and Accounts
Complaints relating to the maintenance charge (sometimes referred to as the service charge) or to invoices, accounts, or financial matters will be investigated against the relevant financial records and supporting information.
Where a resident believes there is an error, they should provide details of the amount or transaction in question and explain why they believe it is incorrect.
Where appropriate, we will provide an explanation of the charge or investigate whether an error has occurred.
A complaint about the maintenance charge does not automatically suspend the resident’s obligation under the terms of the Lease Agreement to pay sums that are properly due. Residents should continue to comply with their legal and contractual obligations while the complaint is being investigated, unless otherwise agreed.
10. Anonymous Complaints
Anonymous complaints will be considered where sufficient information is provided to allow the matter to be investigated.
However, it may not always be possible to provide a response or update where the complainant’s identity and contact details are unknown.
11. Unreasonable or Abusive Behaviour
We understand that residents may be frustrated or upset when making a complaint. We will always aim to treat residents fairly and respectfully.
We ask that residents also communicate with directors, staff, managing agents, and contractors in a reasonable and respectful manner.
We may take appropriate steps to manage communications where behaviour is abusive, threatening, discriminatory, or unreasonably persistent. This will not prevent a genuine complaint from being considered.
12. Keeping Records
We will keep appropriate records of complaints, including:
- The complaint received.
- Relevant correspondence and evidence.
- The investigation undertaken.
- The response provided.
- Any actions agreed.
- The outcome of any review.
Complaints will be handled in accordance with applicable data protection requirements.
13. Learning from Complaints
Complaints provide an opportunity to identify where services or processes can be improved.
Where appropriate, we will review complaints to identify:
- Recurring problems.
- Delays or communication issues.
- Contractor performance concerns.
- Process or administrative errors.
- Opportunities to improve the management of the property.
Where lessons can reasonably be applied, we will take steps to improve our services and prevent similar problems from occurring again.
14. If You Remain Dissatisfied
If residents have completed the complaints process and remain dissatisfied, they may be able to seek assistance or pursue the matter through another appropriate route, depending on the nature of the complaint.
The relevant options may include:
- The management company’s directors or members.
- The managing agent’s own complaints or escalation process.
- A relevant ombudsman or redress scheme, where applicable.
- The appropriate local authority or public body.
- A relevant tribunal or court, where applicable.
The appropriate next step will depend on the nature of the complaint and the legal or contractual arrangements applying to the property.
15. Contact Details
Complaints should be sent to:
Residents’ Management Company: THPP Management Company Limited
Email: admin [at] thppmanagement.co.uk or via the Contact page on this website.
Postal Address: c/o Plymouth Block Management, Queen Anne’s Battery, Plymouth, PL4 0LP.