Contact Us

Red Rock House
Oak Business Park
Wix Road
Beaumont
Essex
CO16 0AT
enquiries@rrpm.co.uk
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If you would like to report an issue at your development, you can fill in a report form here
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Great customer service is important to us. If you feel we’ve not provided a great service, please find a copy of our complaints procedure attached.


Complaints Procedure
Red Rock Estate & Property Management Limited takes all complaints very seriously and hopes to resolve all complaints to a mutually agreeable conclusion within a reasonable period.

General Complaints
Complaints will be dealt with as follows: –
1. The member of staff that takes the complaint will try to resolve on an informal basis.
2. If the member of staff cannot answer the complaint, then you will be referred to put your complaint in writing to the Department Manager.
3. The Department Manager will try to deal with your complaint to a satisfactory standard, if you are still not satisfied with the outcome, then you will be invited to escalate the complaint to the Department Director.
4. The Department Director will try to deal with your complaint to a satisfactory standard, if the you are still not satisfied with the outcome, then you will be invited to escalate the complaint to the Managing Director.
5. If you still feel that your complaint has not been resolved subsequent to it being referred to the Managing Director, then you can write to the Ombudsman Services (Property).

Complaints about Red Rock Estate & Property Management Staff
1. Anyone wishing to make a complaint about a member of our staff will be asked to put the complaint in writing to the member of staff’s Line Manager.
2. The Line Manager will endeavour to deal with the complaint as they see fit.
If you are still not satisfied with the outcome then you will be invited to escalate your complaint to the Department Director.
3. The Department Director will try to deal with your complaint but, if you are still not satisfied with the outcome, then you will be invited to put your complaint in writing to the Managing Director.
4. If you still feel that your complaint has not been resolved subsequent to it being referred to the Managing Director, then you can write to the Ombudsman Services (Property).

Client Complaints
1. If you are a client or a representative of a client board, then you will be asked to put your complaint in writing to the Department Manager who will endeavour to resolve.
2. If you are still not satisfied with the outcome then the Department Director will write to you.
3. If, after this stage you are still not satisfied with the outcome, then you can refer your complaint to the Managing Director
4. If you still feel that your complaint has not been resolved subsequent to it being referred to the Managing Director, then you can write to the Ombudsman Services (Property).

Red Rock Estate & Property Management Limited aim to respond to all written complaints within 28 working days.

If all complaint processes have been exhausted, then the complainant can write to The Property Ombudsman (TPO) by contacting them on the following: –

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire SP1 2BP
Phone: 01722 333 306
Fax: 01722 332 296
Email: admin@tpos.co.uk
Website: http://www.tpos.co.uk

If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

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