Hillcrest aim to provide our clients and residents with a quality service but accept that, even in the best run organisations, things do go wrong occasionally. If we do not meet your expectations and you are dissatisfied in some way, we wish to know. We have adopted a procedure to ensure that any complaint is dealt with fairly and that anyone with a grievance is aware of the procedure to follow, thus avoiding any additional frustration. This procedure is set out below:



Step 1

Raise the matter with your local Hillcrest Estate Management Ltd office. If this office is the source of your complaint, then staff there will be able to help quickly and answer any questions you may have.


Step 2

Put your complaint in writing detailing the nature of the problem and the action you have taken to date and send it to the Estate Manager at your local Hillcrest Estate Management Ltd office.


We would advise you to keep copies of all correspondence sent to us and notes on any subsequent telephone calls.


Your letter will be acknowledged by return and you will be advised of the timescale for sending a full reply. If the matter then remains unsolved, you should proceed to the final stage of the procedure.

Step 3

In the unlikely event that your complaint cannot be resolved at Steps 1 and 2, the office manager may refer it to Director Level. In this case, you will be provided with the contact details of the appropriate director of Hillcrest Estate Management Ltd assigned finally to resolve the problem.


Step 4

If you are still not satisfied after the last stage of the in-house complaints procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

The Property Ombudsman

Milford House

43-55 Milford Street





Phone: 01722 333 306

E-mail: admin@tpos.co.uk

Web: www.tpos.co.uk

Complaints procedure