The proposals in the new Consumers, Estate Agents and Redress Bill are intended to improve customer service by punishing poor service – Perpro believes it is better to avoid complaints and to put in a system to avoid them than one to deal with them.
With this new legislation on the horizon it is now essential for all property professionals to operate a ‘complaints and redress’ procedure for Home Information Packs (this will be required by s172 Housing Act 2004 and by the rules for Home Inspectors and search providers). The NAEA have recently made membership of the Estate Agents Ombudsman Scheme mandatory for their members and the wider legislation promised as above will cover all estate agents for all aspects of their work.
Complaints handling is time consuming and expensive. PerPro will offer a friendly and confidential listening ear as well as practical assistance to help you handle what could prove to be a tidal wave of complaints.
Handling complaints correctly and swiftly is vital – we will show you how you can do this and keep your profitability.
If you do not yet have a procedure in place we can provide you with a template that can be adjusted to fit in with your company set up.
As a lawyer owned organisation we can also operate a confidential review procedure for you in the event that you cannot meet the requirements of the codes of practice for a person not involved in the transaction to both deal with the initial complaint and carry out the review.
Contact us if you are interested in this service.
We can also provide training for your staff in complaints handling procedures and assist you in the appointment of a client complaints/service officer.
