Natalie Birmingham
Customer Service Manager
Kate Robinson
Relationship Director
Ian Barber
Head of Build to Rent
Lee Harle
Head of Legal
Mary-Anne Bowring
Group MD
Richard Williams
Group CEO
Andrew Pratt
Non-Executive
Director
Mehdi Mehra
Chairman
bodies we answer to
Resolution, Independent Review & Redress
Ringley is a Group of companies (see list at the bottom of this page), and our regulated practices are members of The Property Ombudsman Scheme (TPOS).
We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. We aim to resolve any customer issues as quickly and amicably as possible.
How to Complain
If you have a complaint regarding your experience, rest assured that all our team members are empowered to address it promptly. For repairs please refer to our service level agreement (SLA) which sets out specific response targets for different types of repairs for the 1st response, please note things can take longer if parts are required. That said, we do have escalation channels dedicated to reviewing and resolving issues, they will debrief and support the responsible person, that’s the way we all learn best, so often escalation will be by a conference call with a line manager and sometimes with a member of customer care to minute the meeting or discussion may be the next step.
In the interests of continuous improvement issues are raised in team meetings so any learning can be adopted company-wide, and also can be escalated to our weekly Chairman’s for top-down support.
The process Step by Step
Stage 1 – Customer Care Team
If you feel that concerns & issues are unable to be resolved by the responsible person then you can email quality@ringley.co.uk who will acknowledge receipt of your complaint in writing and share this our complaints procedure with you. They will then investigate your complaint. This will normally be include liaison with the section head and other persons involved. They will then report back to you with their findings.
Stage 2 – Escalation
If, at this stage, you are still not satisfied, you should contact us again and we will escalate the complaint for discussion at the weekly Chairman’s meeting for wider discussion by other leaders so that review includes persons who have not been involved in the initial review. We will then confirming our second viewpoint on the matter.
Stage 3 – Board Review
If you are not satisfied post escalation then you can request that one of our non-exec Board members carries out a review. We will write to you with confirming our second, and final viewpoint on the matter.
Stage 4 – The Property Ombudsman
If you still remain dissatisfied with the non-exec Board review or you feel we have not sought to address your complaint within 8 weeks of receipt of initial receipt, you can then contact The Property Ombudsman to request an independent review:
The Property Ombudsman Ltd
Milford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2BP
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
ESCALATION CHANNELS
0207 267 2900 makeringleybetter.co.uk
Ringley@Facebook
quality@ringley.co.uk
OUR COMMITMENT: RESOLVE IN 10 DAYS
As Ringley operates from both its London HQ and regional offices please note that this complaints procedure applies to all of the following:
Life by Ringley Limited Company Number 11697366
Una Living Limited 14933262
