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Complaints

LEASE aims to operate an efficient and responsive advisory service to all, providing a prompt, courteous, helpful, open and informative response to all enquiries received. It is our policy to treat all customers equally and fairly.

Feedback is important to us and in striving to provide an efficient and effective service we welcome the views of our customers about our performance, what we do right and where improvements might be made.

In the event that you wish to make a complaint about the services provided by LEASE we have set out below how to do so, and what you can expect from us in response:

Complaints we can deal with directly
Complaints we cannot deal with
Telephone complaints
Written complaints

Complaints we can deal with directly

We define a complaint as an expression of dissatisfaction about the quality of our work or the service that we provide. Complaints can be errors, poor quality advice, unreasonable delay or poor customer service.

If you have a complaint about any aspect of our work or service please contact us in the first instance to discuss the matter. We will do our best to resolve the issue informally in the first instance.

Complaints we cannot deal with

We are unable to deal with complaints regarding other organisations. For example, we cannot deal with complaints about particular solicitors, managing agents, valuers and estate agents. In addition, we cannot address complaints relating to government policy on residential leasehold.

If you have a complaint about another organisation’s product or services and are unsure where to take it, please telephone one of our Senior Advisers on 020 7832 2500 who will be able to provide you with information and guidance.

Telephone complaints

Where you wish to make a complaint during the course of a telephone enquiry or conversation with an Adviser or other member of staff, you should be transferred immediately to the officer considered to be most appropriate to deal with your complaint. This will be either the responsible Senior Adviser, Head of Office Services or Chief Executive as considered appropriate. Where an appropriate supervising officer is not immediately available you will be advised of this and asked to leave a telephone number at which you can be contacted. As soon as a supervising officer becomes available you will be telephoned as soon as practicable.
The supervising officer will establish the identity of the complainant and discuss the complaint with him/her. Where possible every effort will be made to settle the issue to your satisfaction during the call. Where the supervising officer considers that the complaint requires further investigation you will be advised of this and that you will be contacted as soon as those investigations have taken place.
In such cases the supervising officer will discuss the matter with the member of staff who dealt with you to fully ascertain the issue arising and the cause for the complaint. Following their investigation the supervising officer will telephone you as soon as practicable, and aim to do so no later than five working days after the initial complaint has been received, to further discuss/explain the issue. Where necessary the supervising officer will write on behalf of LEASE and will undertake to carry out any agreed remedial matters. If requested by you, the conversation will be confirmed in writing.

Written complaints

Any complaint in writing, whether by email or hard copy, will be referred to the officer considered to be most appropriate to deal with your complaint. This will be either the responsible Senior Adviser, Head of Office Services or Chief Executive as considered appropriate. Your complaint will be acknowledged, in writing, as soon as possible after receipt of the complaint. Where the matter can be resolved without investigation a written response will be sent within five working days of LEASE becoming aware of the complaint. Where the issue requires further investigation this will be carried out and a written response will be dispatched within ten working days.
Any matters arising from a complaint which results in the need for disciplinary action against a staff member will be regarded as an internal matter and not communicated to the complainant.

Where the officer dealing with your complaint is the Head of Office Services or a Senior Adviser and you are dissatisfied with the manner in which your complaint was addressed you should write to the Chief Executive of LEASE. In the event that the officer dealing with your complaint is the Chief Executive, then dissatisfaction with the manner in which the complaint was addressed should be put in writing to the Chairman of LEASE, whose details can be found on the LEASE website or by contacting LEASE directly.

Where the matter can be resolved without further investigation a written response will be sent to you within five working days; where the issue requires further investigation this will be carried out, and a written response dispatched within ten working days.

At any stage where circumstances prevent a response being sent within the stated times, the officer dealing with your complaint will explain to you why, and provide you with a revised response date.

If you may remain dissatisfied either by LEASE’s response to your complaint or the process followed, the matter will be referred to the Chairman or the board who will consider if further action or investigation is necessary. If you remain unhappy with the response to your complaint from the Chairman, the matter can be referred to the Parliamentary and Health Service Ombudsman.

The Parliamentary and Health Service Ombudsman can investigate complaints that individuals have been treated unfairly or have received poor service from government departments and other public organisations and the NHS in England, including LEASE. Information about the Ombudsman’s role can be found on its website at http://www.ombudsman.org.uk/home. It can be contacted at Millbank Tower, Millbank, London, SW1P 4QP. Tel: 0345 015 4033; Textphone (Minicom): 0300 061 4298; Fax: 0300 061 4000; Email: [email protected]

Complaints about the Chairman, Board Members or Chief Executive Officer

In the event that a complaint is made about the conduct of the Chief Executive Officer or a member of the LEASE board, it can be raised with the Chairman of LEASE in the first instance. If you are still not satisfied following the Chairman’s response, the complaint would then be referred to the Department of Communities and Local Government (as principal sponsors).

In the event that you wish to complain about the conduct of the Chairman of LEASE, this can be communicated to the Department of Communities and Local Government (as principal sponsors) at: [email protected]

Last reviewed September 2016

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