COMPLAINTS PROCEDURE – COOKE PROPERTY GROUP LIMITED
OUR COMMITMENT
We aim to resolve every complaint fairly, promptly and in writing, within a maximum of 8 weeks from the date we receive it. This procedure applies to landlords, tenants, applicants and prospective tenants, contractors, neighbours and members of the public affected by our work. Making a complaint will never affect the service you receive from us, and we will never advise a landlord to serve notice on, or otherwise penalise, a tenant because they have complained.
HOW TO MAKE A COMPLAINT
Please complain in writing so we have a clear record. If you cannot write to us, call and we will record your complaint and send you a copy.
Email: info@cookepropertygroup.co.uk (subject line: "Complaint")
Post: Scott Cooke, Cooke Property Group Limited, 15 Elm Road, Trumpington, Cambridge CB2 9PP
Telephone: 01223 782 502, Monday to Friday, 09:00 to 17:00
Please include your name, contact details and the property address; whether you are a landlord, tenant or other party; what went wrong, with dates and who you dealt with; copies of any relevant emails, photos or documents; and what you would like us to do to put things right. Someone else can complain for you if you give us written consent.
STAGE 1: INVESTIGATION
1. We acknowledge your complaint in writing within 3 working days and give you a reference number.
2. Our Director, Scott Cooke, investigates by reviewing our records and speaking to any contractors involved.
3. We send you a full written response within 15 working days of acknowledgement.
If we need longer, we will write to you before the deadline to explain why and give a new date, always within the 8-week limit. If we resolve your issue to your satisfaction within 1 working day, we will log it, but it will not go through the formal stages.
STAGE 2: FRESH REVIEW
If you are unhappy with our Stage 1 response, write to us within 20 working days asking for a review. Cooke Property Group is run by one person, so Scott Cooke will review the whole complaint afresh, looking again at the evidence and any new points you raise. We will acknowledge your request within 3 working days and send our final viewpoint letter within 15 working days. You can skip Stage 2 and ask for our final viewpoint straight away if you prefer.
Whatever stage your complaint has reached, we will issue our final viewpoint no later than 8 weeks after first receiving it.
INDEPENDENT REDRESS
If you remain unhappy after our final viewpoint, or we have not resolved your complaint within 8 weeks, you can refer it free of charge to the Property Redress Scheme (PRS). Our membership number is PRS047411.
Website: www.propertyredress.co.uk
Telephone: 0333 321 9418
Post: Property Redress Scheme, Limelight, 1st Floor, Studio 3, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH
You must normally complete our internal procedure first, and refer your complaint to the PRS within 12 months of your last communication with us about it.
Other routes:
- Tenancy deposit disputes: the free adjudication service of the Tenancy Deposit Scheme (TDS)
- Disrepair, damp, mould or safety hazards: the Environmental Health or Private Sector Housing team at your local council
- Client money: rent and other client money we hold is protected by the UKALA Total Loss Client Money Protection Scheme, membership number 17887 (www.ukala.org.uk)
URGENT ISSUES
For gas leaks, no heating or hot water, flooding, electrical danger or insecure doors, call our emergency number, 07825 413694, straight away. If you smell gas, call the National Gas Emergency Service on 0800 111 999 first. A complaint does not replace an urgent repair request.
RECORDS AND CONFIDENTIALITY
Every complaint is logged and records are kept for 24 months, in line with our privacy notice. Complaint details are shared only with the landlord, tenant or contractor who needs them to resolve it. We can provide this procedure in large print or another format on request.