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Here at Southside Property Management, we are dedicated to providing a first class customer service.  If you have any feedback regarding a property, our service or regarding the team please complete the form below.

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SouthSide Complaints Procedure

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.

Natasha Bonello nb@southsidemanagement.com
Leah Birch lb@southsidemanagement.com
Andrew Anderson aa@southsidemanagement.com
Natalie Singers ns@southsidemanagement.com
Allan Wells aw@southsidemanagement.com
Chloe Thompson ct@southsidemanagement.com
Emma Winning ew@southsidemanagement.com
Angela McIntyre am@southsidemanagement.com

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 3 working days:

Tenants or Neighbour Complaints Landlords/ 3rd Party Complaints
Cat Dalrymple
20 Nicolson Street
Edinburgh
EH8 9DH
cd@southsidemanagement.com
Emma Ewen
20 Nicolson Street
Edinburgh
EH8 9DH
ee@southsidemanagement.com

Step 1
If you feel you have done all you can to resolve the issue with your Property Manager then the complaint will be investigated by another member of our team as follows within 10 working days:

Step 2
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 Natasha Bonello within 5 working days.

Step 3
Any unresolved complaints after this stage will be reviewed by John Davidson within 5 working days for a final response and will be our final stance.  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.

Tenants Landlords/ 3rd Party Complaints/Tenants
Housing and Property Chamber
First-tier Tribunal for Scotland
4th Floor, 1 Atlantic Quay
45 Robertson StreetGlasgow G2 8JBWeb:  https://www.housingandpropertychamber.scot/Tel:  0141 302 5900
Fax: 0141 302 5901 
The Property Ombudsman
Milford House
43-45 Milford Street
Wiltshire SP1 2BPWeb: http://www.tpos.co.ukTel:  01722 333 306
Fax:  01722 332 296

 

If your complaint is in relation to the 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 has their set timescales that can range from 1 – 3 months to review evidence.