Complaints
Our complaints procedure.
We aim to provide a high standard of service to everyone we deal with. If something has gone wrong, please tell us — we take complaints seriously and use them to put things right and to improve.
Stage 1 — Talk to us
Most issues can be resolved quickly. In the first instance, please contact your property manager — by requesting a call back, by email at info@genapm.com, or through the Gena Online portal — explaining what has gone wrong and how you'd like it resolved.
Stage 2 — Make a formal complaint
If you're not satisfied with the response, please put your complaint in writing to us at First Floor, 128 Balham High Road, London, SW12 9AA, or by email to info@genapm.com marked "Formal complaint". Please include:
- your name, address and the building concerned;
- a clear description of your complaint; and
- what you would like us to do to put it right.
We will acknowledge your formal complaint in writing within three working days and provide a full written response within fifteen working days. If we need longer, we'll tell you why and when to expect our reply.
Stage 3 — Review
If you remain dissatisfied, you may ask for the matter to be reviewed by a senior member of our team, who will issue a final written response — our "final viewpoint" — within fifteen working days.
Stage 4 — The Property Ombudsman
We are members of The Property Ombudsman. If you are not satisfied with our final viewpoint — or if more than eight weeks have passed since you first made your complaint — you may refer the matter to The Property Ombudsman, free of charge, provided you do so within the timescales they set:
The Property Ombudsman, Milford House, 43–55 Milford Street, Salisbury, Wiltshire SP1 2BP · 01722 333 306 · www.tpos.co.uk
The Ombudsman can look at complaints about the service we have provided. Please note the Ombudsman will normally only consider a complaint once our own procedure has been completed.
We keep this procedure under review to make sure it remains clear and fair.