Complaints Procedure
Complaints Procedure
Have A Complaint?
At Southside Property Management we are committed to providing excellent service across all aspects of the business, which meets our clients’ reasonable expectations, but even so, sometimes issues can arise which give cause for complaint. If they do, please let us know as soon as you can so we can make things right again.
Complaints Procedure
The Steps
Step 1
If you wish to complain about any aspect of our service, or that of a contractor instructed by us on your behalf, you can do so by contacting your Property Manager in writing, via email, who will investigate and get back to you within 5 working days. Please ensure you use clear language to convey that you wish to raise this as a formal complaint:
Property Managers and their emails to raise Formal Compliants
| Aaron Wood | Property Manager | awo@southsidemanagement.com |
| Rob McDonald | Property Manager | rmd@southsidemanagement.com |
| Michael De Luca | Property Manager | mdl@southsidemanagement.com |
| Ben Forbes | Property Manager | bf@southsidemanagement.com |
| Chris McHenry | Property Manager | cmh@southsidemanagement.com |
| Francesca Kane | Property Manager | fk@southsidemanagement.com |
| Emma Brown | Property Manager | eb@southsidemanagement.com |
| Scott Murchie | Property Manager | smu@southsidemanagement.com |
| Lewis Collie | Senior Portfolio Manager | lco@southsidemanagement.com |
| Ione Paterson | Senior Portfolio Manager | ip@southsidemanagement.com |
| Anna Jones | Senior Portfolio Manager | aj@southsidemanagement.com |
| Rebekah Lansley | Senior Portfolio Manager | rl@southsidemanagement.com |
| Sophia McDonald | Property Manager | smd@southsidemanagement.com |
Step 2
If you feel you have done all you can to resolve the issue with your Property Manager then the complaint will be investigated by a Senior Property Manager (allocated via pod) as follows within 10 working days:
| Pod 1 | Pod 2 | Pod 3 | Pod 4 |
| Ione Paterson Senior Portfolio Manager: ip@southsidemanagement.com | Rebekah Lansley Senior Portfolio Manager: rl@southsidemanagement.com | Lewis Collie Senior Portfolio Manager: lco@southsidemanagement.com | Anna Jones Senior Portfolio Manager: aj@southsidemanagement.com |
| Francesca Kane Emma Brown | Michael De Luca Sophia McDonald Rhys McCourt | Chris McHenry Aaron Wood | Ben Forbes Scott Murchie Rob McDonald |
Step 3
If the response still does not provide the satisfaction you require, we would respectfully request that you provide us with written confirmation of the reasons you deem that the complaint has not been resolved.
The complaint (all complaints; tenant, neighbour, landlord or 3rd party) will then be reconsidered by our Director of Property Management, Emma Temby (et@southsidemanagement.com), within 15 working days.
Step 4
If Stage 3 does not resolve your grievance, you may at that stage apply to one of our governing bodies below once the internal complaints procedure has been exhausted.
|
Housing and Property Chamber Web: https://www.housingandpropertychamber.scot/ |
The Property Ombudsman Web: http://www.tpos.co.uk |
If your complaint is in relation to return of your tenancy deposit, at this stage a dispute should be raised with Letting Protection Scotland: lettingprotectionscotland.com/tenant-info Please note that each body above have their set timescales that can range from 1 – 3 months to review evidence.
If you have any queries or concerns before you checkout, please inform your Property Manager. Your checkout will take place on your final day of your tenancy.
If you believe any maintenance is required at the end of your tenancy, please inform your property manager.
At the time of your checkout, you will be required to hand over all sets of keys. Keys and tenant leaving forms can also be handed in directly to our office.
Key Return Procedure
A check out report, inventory and video will be emailed to tenants 3 – 5 working days after the checkout has taken place, please make sure you check your junk and spam email boxes. The document will contain the link to your video checkout and will be compared to your inventory and condition report at check in. You must inform us within 48 hours if you wish to dispute anything contained within this report.
