1. Our commitment
ASJ Estates Preston Ltd aims to provide a professional, fair and transparent service to landlords, tenants, applicants, contractors and other customers.
We recognise that, on occasion, our service may not meet the standards reasonably expected. We take complaints seriously and will investigate them impartially, communicate clearly and try to reach a fair resolution.
Making a complaint will not result in a customer being treated unfairly or disadvantaged. There is no charge for using our internal complaints procedure.
2. What is a complaint?
A complaint is an expression of dissatisfaction about the service, actions or omissions of ASJ Estates Preston Ltd or a person acting on our behalf.
Complaints may include concerns about:
- The standard or timeliness of our service.
- Communication or a failure to respond.
- Information, advice or representations provided.
- Fees, charges or accounts.
- Property management or repair administration.
- The conduct of a staff member or contractor.
- The way a previous concern or complaint was handled.
An initial request for a repair, information or another service will not normally be treated as a formal complaint unless the customer states that they wish to complain or expresses dissatisfaction with how the matter has been handled.
Urgent repairs or health and safety concerns should be reported immediately through the usual maintenance or emergency reporting arrangements. Making a complaint does not delay any action reasonably required to address an urgent safety issue.
3. How to make a complaint
Complaints should normally be made in writing by email to support@asj.estates or by post to:
Complaints Department
ASJ Estates Preston Ltd
3 Stanley Street
Preston
PR1 4AT
Customers should provide, where possible:
- Their full name and contact details.
- The address of the relevant property.
- Their tenancy, landlord, applicant or customer reference.
- A clear description of what happened.
- Relevant dates and the names of anyone involved.
- Copies of supporting correspondence, photographs or documents.
- Details of the outcome or resolution they are seeking.
A complaint may be submitted by an authorised representative. We may ask for written authority before discussing personal or confidential information with that representative.
We will make reasonable adjustments for customers who have difficulty making a written complaint or accessing this procedure.
4. Acknowledgement and allocation
We will normally acknowledge a complaint within three working days of receipt.
The complaint will be recorded and allocated to a case handler. Wherever reasonably possible, the case handler will not be the person whose actions are the main subject of the complaint.
The acknowledgement will normally confirm:
- The date the complaint was received.
- The name or role of the case handler.
- Any additional information required.
- The expected date of our substantive response.
5. Stage One - Case handler investigation
The case handler will review the complaint and may examine correspondence, records, agreements and other evidence; speak with relevant staff members, contractors or third parties; ask for further information; consider relevant agreements, company procedures and professional obligations; and consider what action would provide a fair and proportionate resolution.
We aim to issue a written Stage One response within 15 working days of receiving the complaint.
Where the investigation cannot reasonably be completed within that period, we will explain the reason for the delay and provide an updated response date. The complaint must still be dealt with within the overall eight-week period described below.
The Stage One response will normally include a summary of the complaint, evidence considered, findings on each significant issue, whether the complaint is upheld, partly upheld or not upheld, any remedy offered, and details of how to request a Stage Two review.
6. Stage Two - Senior case handler review
A complainant who is dissatisfied with the Stage One response may request that the complaint be escalated to a senior case handler.
The escalation request should normally be made within 10 working days of the Stage One response and should explain which parts remain disputed, why the findings or proposed resolution are unsatisfactory, and any evidence that may not previously have been considered.
A senior case handler will conduct a review and, wherever reasonably possible, will not have been directly involved in the matters complained about or the original Stage One decision.
We aim to provide the Stage Two final response within 15 working days of receiving the escalation request.
7. Final response and deadlock letter
Our Stage Two response will represent the final outcome of our internal complaints procedure.
Where the parties cannot reach an agreed resolution, ASJ Estates Preston Ltd will issue a written final response or deadlock letter. This will confirm that the internal process has been completed, summarise our final findings and any resolution offered, identify unresolved issues, explain the complainant's right to refer the complaint to Property Redress and provide referral information.
We will complete our internal complaints procedure and provide our final position as soon as reasonably possible and, in any event, within eight weeks of receiving the formal complaint.
A complainant may generally approach Property Redress after our internal complaints procedure has been completed or where eight weeks have passed without the complaint being satisfactorily resolved. Property Redress currently requires consumers to contact it within 12 months of their last relevant communication with the agent.
8. Referral to Property Redress
ASJ Estates Preston Ltd is committed to cooperating with the independent redress process applicable to its property agency and property management activities.
Where a complaint remains unresolved, the complainant may be entitled to refer it to Property Redress, previously commonly referred to as the Property Redress Scheme.
Complaints can be submitted through the Property Redress consumer complaints service. The service is independent of ASJ Estates Preston Ltd and is free for consumers making an eligible complaint. Property Redress may consider complaints about whether a property professional has acted fairly and reasonably, including complaints concerning communication, fees, repairs, accounts and complaint handling.
The complainant should provide Property Redress with a copy of their original complaint, copies of ASJ Estates Preston Ltd responses, the final response or deadlock letter where issued, relevant agreements and evidence, and details of the resolution they are seeking.
ASJ Estates Preston Ltd will provide information and evidence requested by Property Redress and will comply with any binding decision in accordance with the scheme's applicable terms and rules.
9. Tenancy deposit disputes
A dispute specifically concerning the return of a protected tenancy deposit or proposed deductions from that deposit must be referred to the dispute resolution service operated by the tenancy deposit protection provider with which the deposit is registered.
The tenant's prescribed information or deposit protection certificate should identify the relevant provider and explain how to begin a deposit dispute. Government-approved tenancy deposit providers operate dispute resolution procedures for disagreements over the repayment or deduction of protected deposits.
ASJ Estates Preston Ltd will provide reasonable assistance in identifying the relevant deposit protection provider and supplying evidence required for the provider's dispute process.
The following may still be considered under this internal complaints procedure:
- Complaints about ASJ Estates Preston Ltd communication or customer service.
- Unreasonable delay in providing deposit information.
- Failure to follow an agreed administrative procedure.
- Complaints that are separate from the actual decision about how the protected deposit should be distributed.
A complaint about a holding deposit, prohibited payment or the conduct of ASJ Estates Preston Ltd will be assessed separately and will not automatically be treated as a protected tenancy deposit dispute.
10. Confidentiality and data protection
Complaints will be handled sensitively and information will only be shared with people who reasonably need it to investigate or resolve the matter, comply with a legal obligation or participate in an external dispute resolution process.
Personal information will be handled in accordance with applicable data protection legislation and the company's privacy arrangements.
11. Complaint records and service improvement
We will maintain appropriate records of the complaint and supporting evidence, communications with the complainant, investigation notes and findings, responses and resolutions offered, escalations and external referrals, and actions taken to prevent similar issues recurring.
Complaints may be reviewed to identify patterns, training requirements, procedural weaknesses and opportunities to improve our services.
12. Fair and respectful communication
We expect everyone involved in a complaint to communicate respectfully.
We will not refuse to consider a complaint merely because it is critical or strongly expressed. However, we may take proportionate steps to manage behaviour that is threatening, abusive, discriminatory, persistently repetitive or unreasonably demanding.
Any restrictions on communication will be explained in writing and will not prevent the underlying complaint from being properly considered.
13. Other rights
Using this complaints procedure does not prevent a complainant from seeking independent legal advice, contacting a local authority, reporting a matter to an appropriate regulator or exercising any other legal right.
Property Redress provides an alternative dispute resolution service but does not replace the courts or provide legal rulings on every type of property dispute.
