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
Step 3: Acknowledgement and Internal Investigation
We will acknowledge receipt of your complaint within 3 working days. An independent member of our management team will then investigate your complaint by reviewing your file and speaking with the relevant staff members. We will issue our final viewpoint in writing within 10 working days of receiving your complaint.
Step 4: Director Review
If you believe material information has been overlooked, you can ask a Director to review the investigation. This review will not extend the 10-working-day timeframe for issuing our final viewpoint.
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
Step 6: Propertymark Conduct Review
As a Propertymark member, conduct issues can be referred to Propertymark if you remain dissatisfied following our internal dispute resolution attempts.
Propertymark Compliance
Email: compliance@propertymark.co.uk
Website: www.propertymark.co.uk/professional-standards/complaints.html
Telephone: 01926 496 800
