Privacy Policy

By using the website you agree to be legally bound by these terms:

Kent Property Management aims to provide an efficient and effective management service. Our aim is to deliver a service which exceeds your expectations. We recognise however that sometimes things may go wrong and we would like the opportunity to improve the service we provide by thoroughly investigating and correcting any mistakes.

In the first instance please contact the office to explain your complaint as we expect that through good communication, we can resolve any issue. If you wish to raise a complaint an independent member of staff will provide their details to provide a written complaint. They will acknowledge your complaint within 3 working days. At this stage we will give you our understanding of your case and invite you to make any further comments or ask you for clarification in any matters.

You will receive our written response within 15 working days from the receipt of your formal complaint. We will detail our findings, whether or not your complaint has been upheld and what action we propose to take as a result of your complaint. If we are unable to provide a full response within 15 working days, then we will instead write to you to advise the reasons why we are unable to respond and provide a new date by which you will receive a written response.

If you are dissatisfied with any aspect of the handling of your formal complaint, or dispute the findings of the investigation then you can request a review of your complaint by writing to the (Clementine Epps) at clem@kentpropertymanagement.co.uk or by letter to: Kent Property Management, Unit 2, Denne Hill Business Centre, Womenswold, Kent, CT4 6HD. 

The Director will acknowledge receipt of your Complaint Review within 7 days, carry out a thorough review and provide a full and final response on behalf of Kent Property (Block and Estate) Management T/A Kent Property Management within 21 days of receipt of your review request.

If the complainant is still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) then he/she can take the matter up with the “Property Redress Scheme” without charge. 

The Property Redress Scheme can be contacted on 0333 321 9418 or in writing to Property Redress Scheme, Premiere House,1st Floor, Elstree Way, Borehamwood, WD6 1JH. Our membership number is PRS011531