Our Commitment to Service
At Henry Blake, we are committed to providing a high-quality property management service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
Step 1: Informal Resolution
If you have a complaint, please first join a discussion with your primary contact or property manager. In many cases, issues can be resolved quickly through direct communication.
Step 2: Formal Complaint
If the matter is not resolved to your satisfaction informally, please send a formal written complaint to our management team via email or by writing to our registered office (correspondence only):
Henry Blake Properties Ltd
6 Charlecote Mews, Staple Gardens, Winchester, SO23 8SR
We will acknowledge receipt of your complaint within 3 working days.
Step 3: Internal Investigation
An independent member of our management team will then investigate your complaint. This will involve reviewing your file and speaking with the relevant staff members. A formal written response will be sent to you within 15 working days of our acknowledgement.
Step 4: Final Review
If you remain dissatisfied with our initial response, you can request a final review by a Director. They will conduct a thorough review of the investigation and provide a final viewpoint within 15 working days.
Step 5: External Redress
If you are still not satisfied after our final viewpoint, or if more than 8 weeks has elapsed since the complaint was first made, you can request an independent review from The Property Redress Scheme, of which we are a member.
The Property Redress Scheme
Premiere House, 1st Floor
Elstree Way, Borehamwood
WD6 1JH
Website: www.theprs.co.uk
