At CPS Homes we always strive to maintain exemplary standards of customer service, but we understand that things can go wrong from time-to-time. If your concern has not been dealt with informally please use the below as a guide for our formal complaints process. We ask that all formal complaints be put in writing to assist investigation and response.
To allow us to resolve any issues as quickly and efficiently as possible, follow our complaint procedure as laid out below, using our Complainant Form to help.
All complaints should, in the first instance, be directed to the Property Advisor or Accounts Assistant you have been dealing with. Your complaint will be acknowledged within 3 working days of receipt and following a full investigation you will receive a written response within 15 working days.
Should the concerns raised still remain, or if you are dissatisfied with any aspect of our handling of the complaint at Stage 1, you may escalate the complaint by writing to the relevant Senior Property Advisor / Senior Accounts Assistant, details of which will be provided in our response at Stage 1.
Should the concerns raised still remain, or if you are dissatisfied with any aspect of our handling of the complaint at Stage 2, you may escalate the complaint by writing to the Maintenance Manager / Financial Controller, details of whom will be provided in our response at Stage 2.
We will acknowledge your escalated complaint within 3 working days. A full review of the complaint will be undertaken, including how it has been handled to date, which may include further investigations into the background of the concerns.
Within 15 working days from receipt of the escalation, the findings and recommendations will set out, in writing, as a 'final viewpoint' on how it is believed the complaint can be resolved.
After you have received the company’s final viewpoint, as outlined above, and are still not satisfied with the proposed resolution, you may approach The Property Ombudsman Service (TPOS).
Details of how to do this are contained within the final view point letter alongside a link to the TPOS consumer guide at www.tpos.co.uk. If you wish to contact TPOS, it must be done within 12 months of the date of the final viewpoint letter. It is also important to note that TPOS will not consider a complaint until our internal complaints procedure has been exhausted.