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, by email in the first instance, who will investigate and get back to you within 5 working days:
| Rebekah Lansley | rl@southsidemanagement.com |
| Lewis Collie | lco@southsidemanagement.com |
| Aaron Wood | aw@southsidemanagement.com |
| Katy Fitton | kf@southsidemanagement.com |
| Anna Jones | aj@southsidemanagement.com |
| Rob McDonald | rmd@southsidemanagement.com |
| Francesca Kane | fk@southsidemanagement.com |
| Ione Paterson | ip@southsidemanagement.com |
| William Black | wb@southsidemanagement.com |
| Scott Murchie | smu@southsidemanagement.com |
| Danny Briggs (LET ONLY) | db@southsidemanagement.com |
Step 2
If you feel you have done all you can to resolve the issue with your Property Manager or you have not received a response, then the complaint will be investigated by a Senior Property Manager as follows within 15 working days:
Tenants or Neighbour Complaints
Katy Fitton (Head of Property Management)
20 Nicolson Street
Edinburgh
EH8 9DH
kf@southsidemanagement.com
Landlords/ 3rd Party Complaints
Katy Fitton (Head of Property Management)
20 Nicolson Street
Edinburgh
EH8 9DH
kf@southsidemanagement.com
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 will then be reconsidered by our Legal Manager, Emma Ewen (ee@southsidemanagement.com) for tenant or neighbour complaints and our Operations Director, Leah Birch (lb@southsidemanagemet.com) for landlord or 3rd party complaints within 15 working days
If this final decision does not resolve your difficulty, 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
First-tier Tribunal for Scotland
4th Floor, 1 Atlantic Quay
45 Robertson Street, Glasgow G2 8JB
Tel: 0141 302 5900
Fax: 0141 302 5901
The Property Ombudsman
Milford House
43-45 Milford Street
Wiltshire SP1 2BP
Tel: 01722 333 306
Fax: 01722 332 296
If your complaint is in relation to return of your tenancy deposit, at this stage a dispute should be raised with Letting Protection Scotland: https://www.lettingprotectionscotland.com/tenant-info
Please note that each body above have their set timescales that can range from 1 – 3 months to review evidence.
