JYB Limited Complaints Handling Procedure ("the Complaints Procedure")

 

1. Introduction

JYB Limited ("the Company") is a member of The Property Redress Scheme (PRS) with membership number PRS047160 and is committed to providing high-quality property management services to both landlords and tenants. We value feedback and aim to resolve any complaints promptly and fairly. This policy outlines the procedure for handling complaints from parties with a direct relationship with the Company.

 

Please note: If you remain dissatisfied after exhausting our internal complaints procedure, you have the right to escalate your complaint to The Property Redress Scheme:

Address: Property Redress Scheme, Premiere House, 1st Floor, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH

Telephone: 0333 321 9418

Email: info@theprs.co.uk

 

2. Scope  

This policy applies to all complaints received from landlords and tenants who have a direct contractual relationship with JYB Limited for property management services.

 

A direct relationship exists when:

Landlord relationship: The landlord has engaged JYB Limited through a property management agreement to manage their property.

Tenant relationship: JYB Limited is a named party and signatory to the tenancy agreement with the tenant.

 

3. Principles

Accessibility: We strive to make the complaints process accessible to everyone, including vulnerable consumers who may require special measures.

Impartiality: We will investigate complaints impartially and without bias.

Confidentiality: We will treat all complaints confidentially, sharing information only with those who need to know to resolve the issue.

Timeliness: We aim to acknowledge complaints within 3 working days and provide a full response within 20 working days. If we are unable to resolve the matter within this timeframe, we will provide you with reasons for the delay and an estimated date for a full response.

 

4. Procedure

4.1 First Contact

Verbally (Phone or In-Person):

Our staff will try to resolve complaints immediately, if possible.

We will acknowledge your concerns, apologize for any inconvenience, and actively listen to understand the issue.

We will seek to clarify the details and understand the desired resolution.

If an immediate resolution isn't possible, we will request a formal complaint in writing.

 

Written (Email or "Contact Us" form on the website):

For formal complaints or unresolved verbal complaints, please submit your complaint in writing via email or the "Contact Us" form on our website.

Please include the following information in your complaint:

  1. A clear outline of your complaint and the reasons for your concerns.
  2. Your desired resolution.
  3. Names of any advisors you've spoken to (if applicable).
  4. Date(s) and time(s) of the incident(s).
  5. Your contact details (phone number and/or address).
  6. Any relevant correspondence or documentation.

 

4.2 Investigation

Upon receiving a formal complaint, we will acknowledge it within 3 working days.

A thorough investigation will be conducted by senior management or a designated employee.

We will gather all relevant information and may request further details or evidence from you.

We aim to provide a full written response within 10 working days of acknowledging your complaint.

 

4.3 Escalation to the Property Redress Scheme

If you remain dissatisfied after our final response, and you have exhausted our internal complaints procedure, you can contact The Property Redress Scheme.

To escalate your complaint to the PRS you must have:

  1. Followed all the previous steps in the Complaints Procedure.
  2. Waited 8 weeks from the date of your written complaint to us for a response.
  3. Submitted your complaint to the PRS within one year from the last communication with us regarding this complaint
     
5. Record Keeping

All complaints, investigations, and outcomes will be documented and retained for a minimum of 3 years.

 
6. Policy Review

This policy shall be reviewed annually or as required to reflect changes in legislation, best practices, or the Company's business activities. This policy will also be communicated to all relevant staff annually.

 
7. Effective Date

This policy is effective as of August 13, 2024.

 

Please note that the specific timeframes mentioned in this procedure are subject to change based on the complexity of the complaint.