LEASE Client Complaint Procedure

1. 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 clients equally and fairly.

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

2. In the event of a client wishing to make a complaint about any aspect of the service the following procedure has been formulated to ensure it is dealt with appropriately.

   [It must be noted that this procedure relates to complaints about the service received from LEASE not complaints relating to the nature or obligations of leasehold tenure, legislation or Government policy]

3. Telephone complaints
   1. Where a client wishes to make a complaint during the course of a telephone enquiry or conversation with an Adviser or other member of staff the client is to be transferred immediately to the Senior Adviser/Principal Adviser/ Chief Executive as considered appropriate and the client so advised; where no supervising officer is presently available the client will be advised and a telephone number taken. As soon as a supervising officer becomes available the client will be telephoned as soon as practicable.

   2. 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 the complainant's satisfaction during the call; where the supervising officer considers it appropriate the complainant will be advised that the complaint requires further investigation and that a further call will be made.

   3. In such cases the supervising officer will discuss the matter with the member of staff who dealt with the original enquiry to fully ascertain the issue arising and the cause for the complaint. Following this investigation the supervising officer will telephone the complainant, as soon as practicable and no later than within five working days after the initial complaint has been received and 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 the complainant, the conversation will be confirmed in writing.

      (Where exceptional circumstances prevent action within five working days the complainant will be duly notified).

4. Written complaints - any complaint in writing, whether by email or hard copy, will be referred to Senior Adviser/Principal Adviser/Chief Executive as considered appropriate; the complainant will be so advised by written acknowledgement as soon as possible after receipt of the complaint. Where the matter can be resolved without investigation a written response will be sent within ten working days; where the issue requires investigation this will be carried out and, where practicable, a substantive written response dispatched within twenty working days.

5. In all responses to complainants, oral or written, the complainant will be advised that the principal funding department is DCLG and provided with an address for further complaint if the response from LEASE is not considered satisfactory.

6. Any matters arising from a complaint which are considered by LEASE to require the disciplining of staff will be regarded as an internal matter and not communicated to the complainant.