Shoreline

Complaints Procedure

Our aim is to provide a first class service and to do everything we can to ensure you are satisfied, if for any reason you are not satisfied please follow these instructions:

  • If you feel that we have fallen short of the required standard and you wish to complain, we ask that you first telephone or visit us at the Estate Office to explain your displeasure, we will try and rectify the matter.
  • If you remain unhappy with the way your complaint has been dealt with after speaking to the person with conduct of your matter – and giving that person reasonable time to have dealt with the complaint and the retraction of it – then you should set out your complaint in writing. Either by letter to The General Manager, Folkestone Harbour and Seafront Management Company Limited, Harbour House, Folkestone Harbour, Folkestone, Kent, CT20 1QH and deliver with proof of receipt, or post first class with proof of posting (in which case receipt is deemed to have occurred 48 hours after) or by email to estate@folkestoneseafront.com with an attached letter.

The following information will be useful in helping us deal with your complaint:

  • An outline of your complaint explaining why you feel that we have fallen short our target standard.
  • What you think is necessary or would what you would like us to do to resolve it.
  • Any specific details that you feel would assist us with resolving your complaint, including, but not limited to Name of the person(s) you have spoken to, time and date of the incidence(s), any written correspondence in relation to your complaint, any other documentation that may support your complaint.
  • The timescales of dealing with a complaint are as follows:
  • Within 2 working days of receiving your complaint you will receive an “acknowledgement of receipt”;
  • Within 7 working days of the acknowledgement, you will receive a response. If we have been unable to resolve the complaint within those 7 working days we will provide you an explanation of why we have been unable to meet this time frame and give you estimate of when a full response will be provided.
  • After our final written response, we may deem the complaint closed. If we deem the complaint closed, then we reserve the right to not enter into any further correspondence.

If it is within 6 months of from our last communication with you regarding the complaint.

  • We are members of the Property Readdress Scheme. If you remain unhappy with the response received from us and have exhausted our complaints procedure, you can contact the Property Ombudsman to ask them to investigate your complaint. In order to take your complaint to the Property Ombudsman you must first have carried out the following:
  • You have waited 8 weeks from the date of your written complaint to us; and it is within 12 months from our last communication with you regarding this complaint.

High Rise Living

When to raise a building safety complaint

The Health and Safety Executive (HSE) as the Building Safety Regulator (BSR) has legal powers in England to help make sure your high-rise residential building is safe. These buildings are 18 metres or seven or more floors tall, and must be registered with BSR.

To be safe, your building must be structurally sound and protected against the spread of fire.

The person or organisation responsible for your high-rise building’s safety is known as the ‘principal accountable person’ (PAP) or ‘accountable persons’ (APs). If you have a concern about building safety, you should raise it with your PAP or APs first. They should have a clear process in place for you to do this.

Making a complaint to BSR

You should contact BSR directly if:

  • your building is not on the high-rise building register
  • your PAP or APs have no policy or process to raise concerns
  • you feel you cannot raise a concern directly with your PAP or APs
  • you are not satisfied with the response from your PAP or APs, or you have unresolved issues

Contacting BSR

0300 790 6787

Monday, Tuesday, Thursday and Friday: 8:30am to 5pm

Wednesday: 10am to 5pm

Closed: Saturday, Sunday and bank holidays

www.gov.uk/guidance/contact-the- building-safety-regulator

For more information, visit the gov.uk website by clicking here, or search ‘Your Home, Your Safety’ online.

The Building Safety Regulator in England is part of HSE.

HSE www.hse.gov.uk

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