Applicable to:

1.0 Scope

CERT Property owns and operates multiple buildings across a variety of asset classes, including Commercial, Retail and Residential.  

We understand that as with any large business, we don't always get things right the first time and always seek to continually improve our processes, train our team members and more importantly, engage with our customers to proactively ensure that any customer concerns are dealt with to the mutual satisfaction of both ourselves and customers, in a timely manner and informally where possible.

This document sets out our formal and informal complaints processes for our customers.  

2.0 Informal Complaints

Where customers have a day to day concern, they should approach our front of house team members or the Asset Manager for a resolution in a timely manner.

Examples of day to day concerns include but are not limited to:

• A one off example of unsatisfactory cleaning

• Unsatisfactory internet or telephony performance

For an informal concern, customers should expect these to be rectified immediately or as soon as possible.

Customers can expect informal complaints to be dealt with immediately or within 1 working day, and a written or verbal response from the Asset Manager.

3.0 Formal Complaints

Where customers have a concern relating to a more serious or involved matter, they should raise their concerns to the Property Operations Manager in writing as soon as possible.

The Property Operations Manager  will be the person responsible for handling the complaint and responding to the customer in writing with a decision and proposed corrective actions.

Formal complaints from  Licensee /  Tenants will only be considered from those team members involved with decision making within the office, or from the License or  Tenancy Agreement signatories.  Complaints from those team members without appropriate seniority will be dismissed immediately and those team members will be advised to refer their complaint to the most appropriate person employed by the  Licensee or  Tenant.

Examples of more serious concerns include but are not limited to:

• Failure to act or respond to an informal complaint in a timely or satisfactory manner 

• A breach of licence agreement or lease

• A breach of GDPR 

• Serious or sustained failure of building systems relating to plant, machinery, electrics, or VOIP and Telephony systems

• Failure by CERT Property to adhere to legislative requirements relating to Health and Safety 

• Concerns about the overall standards of the building relating to cleaning or maintenance

• Theft or from a tenants or licensees office

• Rude, aggressive or unprofessional behaviour by any CERT Property team member, contractor or subcontractor

In considering their response, the Property Operations Manager may gather and consider evidence including but not limited to:

• Emails and documents

• CCTV footage

• Call and internet usage reports

• Reports and documentation from 3rd party suppliers and contractors

• Oral and or written evidence from CERT Property team members or 3rd party contractors or suppliers

• Witness accounts from CERT Property team members or 3rd party contractors or suppliers.

• Advice from qualified professionals or expert witnesses

• Any other data that CERT Property Ltd or its subsidiaries holds about you in line with our Privacy and GDPR Policy

The Property Operations Managers decision will be one of seven outcomes detailed in 6.0  Outcomes of Complaints

The Property Operations Managers response will include:

• A detailed response to all points raised within the customers complaint

• Copies of supporting evidence where appropriate

• Their decision as set out in 6.0 Outcomes of Complaints

• Their proposal for corrective actions if appropriate.  

Where the complaint has been escalated by the Head of Property Management, the customer will receive confirmation setting out their reasons for doing so (for example, if the complaint is about the conduct or capability of an Asset Manager and it would be inappropriate for them to respond to the complaint)

The customer can expect as a minimum:

• A fair and impartial investigation and response

• That CERT Property will resolve their complaint within the below timescales in 5.0 Timescales of  Complaint Responses

• To receive regular updates about their complaint

The customer will not be entitled to:

• View evidence that is commercially sensitive

• View evidence that is personally sensitive which involves a member of the CERT Property team or subcontractor

• Influence or be made party to disciplinary procedures or their outcomes carried out as a result of their complaint.

4.0 Appeal and Review

In most instances, the Property Operations Managers decision is final.

The customer is entitled to query and or suggest / request changes to the corrective actions proposed by the Property Operations Manager within 7 working days of receipt of the Property Operations Managers decision and proposed corrective actions.

The customer is entitled to request that the decision is reviewed by a more senior member of our team, (typically the Head of Property Management) within 7 working days of receipt of the Head of Property Managements decision and proposed corrective actions.

The decision will only be reviewed if:

• The Property Operations Manager has not followed this process correctly.

• The Property Operations Manager  has not taken into consideration all of the evidence presented by the complainant or all of the evidence available.

• There was a demonstrably perverse decision made by the Property Operations Manager 

If the appeal does not fall into any of these three categories, the appeal will be dismissed and the Property Operations Managers original decision will be upheld.  The customer is not entitled to appeal simply because they disagree with the Property Operations Managers decision or desired a different outcome.  

The reviewing manager will not normally consider new evidence or submissions from the customer, CERT Property team members or 3rd parties, unless there is a demonstrable reason these could not be submitted with the original complaint.

5.0 Timescales of  Complaint Responses

6.0 Outcomes of Complaints

7.0 Investigating Officers