COMPLAINTS PROCEDURE
COMPLAINTS PROCEDURE
LEVELS PROPERTY MANAGEMENT LTD
Effective Date: 26/05/2025
Last Updated: 26/05/2025
At Levels Property Management Ltd, we are committed to delivering the highest standards of service in block and estate management. We value feedback – positive or negative – as it helps us improve the services we provide. If you are dissatisfied with any aspect of our service, please follow our complaints procedure below.
Step 1: Informal Resolution
In the first instance, we encourage you to raise your concern directly with your dedicated property manager or the relevant member of staff. Many complaints can be resolved quickly and informally.
How to raise your concern:
Phone: 0330 520 1336
Post: Levels Property Management Ltd, Suite 1, Old Park Works, Baptist Avenue, Overdale, Telford, TF4 2BN
We aim to acknowledge all informal complaints within 3 working days and resolve them within 10 working days wherever possible.
Step 2: Formal Complaint
If your concern is not resolved to your satisfaction, or you prefer to submit a formal complaint, please do so in writing. Please include:
Your name and contact details
The property address involved
A clear description of the complaint
What outcome you are seeking
You can send your formal complaint to:
complaints@levelspropertymanagement.co.uk
Or by post to: Levels Property Management Ltd, Suite 1, Old Park Works, Baptist Avenue, Overdale, Telford, TF4 2BN
What happens next:
You will receive a written acknowledgement within 3 working days of receipt.
A full investigation will be carried out.
We aim to provide a full written response within 15 working days. If this is not possible, we will update you on progress and provide a
new response date.
Step 3: Escalation to Senior Management
If you remain dissatisfied after receiving our formal response, you may request that your complaint is escalated to senior management for further review. This request must be made within 20 working days of our written response.
Senior management will review the matter and issue a final written response within 15 working days.
Step 4: Independent Redress Scheme
If, after our final response, you are still unhappy, or we fail to provide a final response within 8 weeks of receiving your formal complaint, you can refer the matter to our independent redress scheme:
The Property Ombudsman
Website: www.tpos.co.uk
Email: admin@tpos.co.uk
Phone: 01722 333306
Address: Milford House, 43–55 Milford Street, Salisbury, Wiltshire SP1 2BP
You must refer your complaint to The Property Ombudsman within 12 months of our final response.
Contact Us
If you have any questions about our complaints process, please get in touch:
Levels Property Management Ltd
Suite 1, Old Park Works, Baptist Avenue, Overdale, Telford, TF4 2BN
Email: info@levelspropertymanagement.co.uk
Phone: 0330 520 1336
