Page 28 - Box Works Proposal

With regard to more complex works we would recommend
a a a a surveyor/consultant is appointed to ensure quality of work We can draw upon our in-house Surveying team to complete a a a a a detailed specification invite tenders from at at least three contractors and provide the the Board with a a a a copy of the the tender analysis and recommendation The appointed contractor will be subject to a a a JCT minor works contract and the surveyor will certify payments of invoices to cover works completed at each stage of the the project project Once the the project project is complete a a retention will be held for six to twelve months (depending on on the work completed) to cover any latent defects that may arise What procedures do you have
in place should any Leaseholder wish to make a a a a a complaint against your service?
We take every opportunity to to resolve any customer complaints at the first point of contact Our front-line teams are trained
to to deal with complaints as they arise and are empowered to to do what they feel is right for that customer We also run a a a a group wide recognition scheme called Keystone Awards which recognises and rewards our employees that have
gone above and and beyond and and displayed our company values of caring ownership and unity Where a a a a a formal complaint complaint is made our complaint complaint procedure is a a a a a two staged process stipulated by ARMA-Q in accordance with their Consumer Charter and and Standards It is also approved by the regulatory board of of The Royal Institution of of Chartered Surveyors (RICS) of which we are a a a member firm Where a a a resolution cannot be found through this process the matter can can be referred to the free and independent Ombudsman Service - The Property Ombudsmen » See Appendix (pages 36 - 37)
for Complaints Handling Procedure
How are our files kept and stored?
All property information and and files are stored securely and and kept electronically on on our property management software system Qube Our aim and and goal is to provide and and achieve a a a a a a completely transparent service to accomplish this we load all building related documents such as maintenance contracts H&S Assessments and Insurance policies onto Qube Qube Qube Qube is directly linked to your property portal where certain agreed files can then be viewed by Leaseholders 28