1. Purpose of this Policy

At LJBirch Management, we are committed to providing high standards of service to all our clients and stakeholders. However, we recognise that occasionally things may go wrong. When this happens, we encourage feedback and are committed to resolving complaints promptly, fairly, and transparently.

2. Scope

This policy applies to all clients, leaseholders, residents, contractors, and other parties who engage with LJBirch Management in the delivery of property management and estate services.

3. Our Commitment

  • To treat all complaints seriously and with respect
  • To handle complaints promptly, fairly, and confidentially
  • To use complaints as an opportunity to learn and improve our services

4. How to Make a Complaint

If you are dissatisfied with any aspect of our service, please raise your concerns with us as soon as possible. You can submit your complaint in writing via:

  • Email: info@ljbirchmanagement.com
  • Post: LJBirch Management Ltd, 20 Lintot Square, Horsham, West Sussex RH13 9LA
  • Phone (initial reporting only): 01903 357155 – Written follow-up will still be required for formal resolution.

To help us respond efficiently, please include:

  • Your name and contact details
  • The property address (if applicable)
  • A clear description of your complaint
  • Any relevant supporting documents or correspondence

5. Complaints Handling Procedure

Stage 1 – Internal Resolution

  • Your complaint will be acknowledged in writing within 3 working days of receipt.
  • A designated complaints handler or senior member of staff will investigate the matter.
  • We aim to provide a full written response within 15 working days. If the issue is complex and requires more time, we will keep you informed of progress and provide a revised timeframe.

Stage 2 – Management Review

  • If you are dissatisfied with the Stage 1 response, you may request a review by a company director.
  • Acknowledgement will be sent within 3 working days.
  • A final written decision will be provided within 15 working days of the request.

6. Independent Redress

If you remain dissatisfied after completing our internal procedure, you may refer your complaint to our independent redress scheme:

The Property Ombudsman (TPO)
Milford House, 43–55 Milford Street, Salisbury, SP1 2BP
Tel: 01722 333306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk

You must refer your complaint to the TPO within 12 months of our final response.

7. Record Keeping and Learning

We log and monitor all complaints to identify recurring issues and improve our processes. Lessons learned from complaints are reviewed periodically by management and may lead to training, policy updates, or procedural changes.