Making a complaint
If the company has done something badly, or failed to do something it should, say so. A complaint is handled the way a fault is: written down, acknowledged, traced to what went wrong and answered in writing, inside times the company holds itself to.
A picture made for this page.
HowMaking it
Write to tenants@kenyonproperties.website with “Complaint” at the start of the subject, or by post to the registered office: 4 Lourdes Grange Ackworth PONTEFRACT, WF7 7FF United Kingdom.
Anyone can complain: an owner, someone living in a home the company looks after, a leaseholder in a block, or a neighbour. Someone can complain for you if you tell the company in writing that they may.
- Your name and how to reach you.
- The building and the home, if it is about one.
- What happened, and when.
- A fault’s reference from the keep, if there is one.
- What you would like done to put it right.
What happensThree stages, each with its time
- Acknowledgedwithin 3 working days
In writing, with the name of the person looking into it and the date the answer is due.
- Looked intofrom the first day
By someone who was not part of what went wrong, wherever the company can arrange that. The building’s history, the keep and every message about it are read; you may be asked for more.
- Answeredwithin 15 working days
A final answer in writing: what was found, what the company will do and by when, and where you can go if you are still unhappy. If more time is truly needed you are told why and when to expect it, and the final answer never comes later than eight weeks after the complaint arrived.
Working days are Monday to Friday, not counting bank holidays in England and Wales. A complaint is never held against anyone who makes it, and a resident’s repairs are not slowed because they complained.
After thatIf you are still unhappy
- A redress scheme
- The law requires every property manager in England to belong to a government-approved redress scheme, which can look at a complaint once the company has given its final answer, or eight weeks after the complaint was made. The company takes on no building until it has joined one; the scheme’s name and how to reach it will be printed here when it has.
- Citizens Advice consumer service
- Free, confidential advice for people in England and Wales on a complaint about a service, who can also pass a case to Trading Standards. citizensadvice.org.uk/consumer
- The council, for a home you rent
- If a home you rent has a hazard that is not being dealt with, the council’s private sector housing team can inspect it and act under the Housing Act 2004. Ackworth and Pontefract are in the City of Wakefield district.
- The First-tier Tribunal (Property Chamber)
- For leaseholders: a tribunal that decides disputes about service charges and the management of a block.
- The small claims track
- The county court’s simpler route for smaller claims, which you can bring without a solicitor.
- The Information Commissioner’s Office
- For a complaint about how your personal information has been handled: ico.org.uk/make-a-complaint.
AfterwardsWhat the company keeps, and learns
The complaint and its answer are kept for six years after it closes, the time within which a claim about it could still be brought, and then deleted; the privacy notice says more. What went wrong is written into the building’s history next to the fault or visit it was about, so the next person to look at the building starts from it.
Contact the office