Customer Complaints Process
At Ocasa, we are committed to addressing and resolving customer complaints promptly and effectively. Our complaints process is designed to ensure that all concerns are handled in a structured and transparent manner.
In the interests of good customer service, Ocasa has adopted the following procedure for handling complaints:
Stage One: Initial Resolution
We aim to address any issues as quickly as possible through our Customer Resolution Team. Upon receiving your complaint, we will acknowledge receipt within two working days. The Customer Resolution Team will strive to resolve the matter promptly and efficiently. Please email your complaint to complaints@ocasahomes.co.uk
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Stage Two: Escalation to Head of Operations or Head of Lettings
If the initial actions do not resolve the situation to your satisfaction, please inform us by sending an email to our Head of Operations or Head of Lettings using the contact details below. Clearly state ‘Head of Operations/Lettings – Complaint’ in the title and provide as much detail as possible. Please email your complaint to complaints@ocasahomes.co.uk
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Upon receiving your written complaint, we will acknowledge receipt within one working day. Your complaint will be reviewed within five working days. If we are unable to conclude our investigations within this timeframe, we will provide reasons and an anticipated timescale for resolution.
Stage Three: Property Redress Scheme
Ocasa is committed to providing a fair and transparent outcome. If you are still not satisfied with the outcome following the final stage of our in-house complaint procedure, you can escalate the matter to The Property Redress Scheme. The PRS is an independent body that will review a complaint without charge once our in-house complaint process has been followed.
Contact Information for The Property Redress Scheme:
Website: https://www.theprs.co.uk
Address: Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH
Tel: 0333 321 9418
Email: info@theprs.co.uk