Complaints
Complaints procedure
If we get something wrong, we want to know and put it right. This is how complaints work and how long each step takes.
How to complain
Write to us by email at hello@blockgenie.co.uk or by post to BlockGenie, Unit 1, The Exchange, 6 Scarbrook Road, Croydon, CR0 1UH. Please tell us your name, your building and flat, what went wrong and what you would like us to do.
Stage 1: your block manager
We will acknowledge your complaint within 3 working days and send a full written response within 15 working days. If we need longer, we will tell you why and when to expect it.
Stage 2: review by a director
If you are not satisfied, ask for a review within 30 days. A director who was not involved will review the complaint and reply in writing within 15 working days. This is our final response.
Independent redress
If you are still not satisfied, or we have not resolved your complaint within 8 weeks, you can refer it to an independent redress scheme free of charge. We are members of the Property Redress Scheme and The Property Ombudsman.
- Property Redress Scheme: theprs.co.uk
- The Property Ombudsman: tpos.co.uk
The redress scheme normally requires you to refer the complaint within 12 months of our final response.