We are committed to delivering clear and concise communication to all clients and partners. We work tirelessly to deliver excellence, accepting that sometimes, despite our best efforts, things slip through the net. Should you feel you have reason to complain, we encourage you to raise the matter immediately and allow us the opportunity to overcome that shortfall.
Our staff are trained and qualified to PropertyMark standards. As a company we are accredited by PropertyMark, The Property Ombudsman, Considerate Contractors Scheme (CSS), and the Dispute Resolution Ombudsman (DRO). We rigorously enforce each respective code of conduct to ensure that your interests are safeguarded.
Where we have been unable to satisfy a complaint internally, The accredited schemes act as wholly independent redress schemes for our clients, consumers and partners. The process for raising a complaint can be found below;
In the first instance, please write to us.
The grievance will be acknowledged in writing within 3 working days and then investigated thoroughly in accordance with our established in-house procedures.
A formal written outcome of the complaint will be sent to you within 15 working days of your grievance being acknowledged by us.
If we require longer than this timescale, we will advise you in writing and confirm our revised response date.
Please write to:
Andrew Milsom
Head of Public Partnerships
Railway Arches
8a Chancel Street
London, SE1 0UR
If you remain dissatisfied with the result of the internal investigation, please write to our directors and request a review.
Following the conclusion of our in-house review, we will write to you within 15 working days with a final viewpoint letter.
At this point our internal procedure is exhausted.
Please write to;
Lucy Suleyman
Director of Public Partnerships
Railway Arches
8a Chancel Street
London, SE1 0UR
If you remain dissatisfied with the conclusion of the in-house review, you can refer the matter to the appropriate redress schemes, details of which can be found below, to be independently reviewed.
Please note the following:
You will need to submit your complaint within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
It is a requirement that all complaints are addressed through our in-house complaints procedure, before being submitted for an independent review.
The Property Ombudsman
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
www.tpos.co.uk
Considerate Constructors Scheme (CCS)
0800 783 1423
publicsupport@ccscheme.org.uk
OR
Dispute Resolution Ombudsman (DRO)
0333 241 3209
disputeresolutionombudsman.org
info@disputeresolutionombudsman.org
We work with a range of public sector and private organisations across housing, schools and public buildings. Select the one that best describes you.
Embedded in how we operate, not bolted on. Working across public sector assets and estates means the quality of delivery and management directly affects people's lives. That responsibility shapes everything sustainability, governance, and how we develop our team.
Public sector procurement requires suppliers who can evidence compliance without being asked. We hold active memberships on major procurement frameworks and are always striving to do our best for your communities.
We invest in our people to ensure they have the capability, judgement, and support to operate at a high standard. In return, we expect ownership, alignment, and a commitment to delivering outcomes that last.
Tell us about your programme or your organisation and we will come back to you quickly with the right person.
Telephone: Phone number: +44 (0)20 3917 2250
For general enquiries: Email address: TalkToUs@madisonbrook.com
Head Office, Railway Arches, 8a Chancel Street, London, SE1 0UR