Complaints Procedure
With over 50 years’ experience in residential, commercial and student lettings, OpenArch is a family-owned property investment company with a focus on quality service. Despite this, we acknowledge that issues can arise on occasion. It’s really important to us that if you are dissatisfied with the service provided to you, we can investigate fully using our 3 Stage Complaints Procedure.
Where do I send my complaint?
Please ensure you provide full details of your complaint in writing to either:
OpenArch Properties Ltd, The Grange, Market Street, Swavesey, Cambridge, CB24 4QG
Or email us at: [email protected]
Our 3 Stage Process:
Receipt of your complaint will be acknowledged within 1 working day following us receiving it. Thereafter:
Stage 1 (The complaint will be sent to the Property Manager or relevant staff member to try and resolve in the first instance): Response within 5 working days.
Stage 2 (If we cannot resolve this in the first instance, this will be directed to the team’s line manager – ask for details): Response within 5 working days
Stage 3 (If the Line Manager is unable to resolve this, the complaint will be sent to a Director of the business) Response within 10 working days.
Taking Your Complaint Further:
If we cannot resolve the complaint to your satisfaction, you may be eligible to refer your complaint to a redress scheme. We are a member of the Property Redress Scheme and their contact details are:
www.theprs.co.uk
Email: [email protected]
Phone: 0333 321 9418P
Property Redress Scheme, Premiere House 1st Floor, Elstree Way, Borehamwood, WD6 1JH
For students living at The Forum:
The ANUK national code is a voluntary scheme and, as members of it, we have committed to meet the standards set out in their code. If you have raised a complaint directly with us and the breach of the code doesn’t get rectified to your satisfaction, then you may submit a complaint to the National Code. Before you do so, check the FAQs on their website to check that your complaint meets their criteria. You will also find answers to some other common queries there – https://www.nationalcode.org/pages/FAQs/category/complaint-faqs. Their Code Complaints Investigator will assess your complaint and check if it falls within the remit of the scheme, and respond with appropriate guidance. You can expect to receive a reply from the National code no later than two weeks, and any breach of their code will be resolved within four weeks of it being reported in writing. A link to the National Codes Complaints process is here – https://www.nationalcode.org/national-code-complaints-process