Core Property Management Complaints Procedure
1. A person has been appointed in this office to deal with complaints and you should not hesitate to contact the relevant person. Details are set out below:
Carol Brown-Blair – Director of Lettings
Core Property Management Limited, Core Property House 4 Claremont Place Glasgow G3 7YR
Tel: 0844 335 1183 Direct Line: 0141 353 1291 Email: [email protected]
2. Where your complaint is initially made orally, you will be requested to send a written summary of your complaint to the person dealing with it.
3. Once we have received your written summary of the complaint we will contact you in writing within seven days to inform you of our understanding of the circumstances leading to your complaint. You will be invited to make any comments that you may have in relation to this.
4. Within twenty-one days of receipt of your written summary, the person dealing with your complaint will write to you, in order to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be taken.
5. If you are dissatisfied with any aspect of our handling of your complaint, you should contact:
Craig McColl - Managing Director, Core Property Management Limited
Registered Office: 63 Main Street Glasgow G73 2JH.
P.A. Maria Alb Office: Tel. 0844 931 0118
6. If you remain dissatisfied with any aspect of our handling of your complaint, then we will attempt to resolve this promptly through negotiations and otherwise agree to enter into mediation with you in accordance with the Centre for Dispute Resolution (CEDR) model mediation procedure, or the mediation process operated by the Disputes Resolution Service of the Royal Institution of Chartered Surveyors.
7. If the complaint has still not been resolved to your satisfaction, we will ask you in writing if you prefer the complaint to be referred to:
a) The Surveyors Ombudsman Service, operated by the Institution in Scotland since 2004, and now UK-wide. The Ombudsman is Ian Smith, who can be contacted by letter at PO Box 1021, Warrington, WA4 9FE. Tel: 0845 0508181
Email: [email protected]; or
b) Another scheme approved by the Institution.

Craig, 5 years no negative feedback? Really???

That is a complete lie.

Core Property Management would like to respond to this complaint in detail.

Firstly, Mr Passary.

Core Property Management has operated for just under 5 years, in all of this time we have never received any issues that have not been dealt with promptly or needed any further action. we have never in all of our time operating had any negative criticism. We welcome all feedback and always look to improve on the quality of our service. Please if you have time check all records in relation to our company via companies House , Glasgow Sheriff Court or any other creditable avenue that readers wish to peruse.

Mr. Passary has a valid complaint that his hoover broke and called the branch to inform us of the situation. I am happy to say that a new hoover has been supplied and delivered.

Mr. Passary failed to mention that we provide a rent collection only service. He has the landlord details and the agreement is that the landlord looks after all repairs. Core Property has no authorisation to act on behalf of the landlord, we can certainly take all the points raised to the landlord. In all instances we have an audit trail relating to all conversations between tenant, agent and landlord that we would be happy to submit should you require.

Mr. Passary states that there has been no communication from ourselves to him in relation to these matters ( while we understand Mr. Passary's frustration ) we have evidence to the country , a log of conversation backwards and forwards relation to concerns with both himself and his landlord.

Mr. Passary stated that the outside landing light has gone out and that the lock on the entrance door does not work. We have also highlighted this to the landlord, the landlord has advised that they have spoken to their tenant and will keep them up to date with any repairs that they are caring out. ( Mr. Passary failed to mention this in his posting to you. The block is self-factored, we understandably cannot beheld account for any issues externally to Mr. Passary's property. As we have stated earlier, we have only a rent collection contract with the landlord, Mr. Passary has been in contact with them over the external issues which have also been omitted from this posting.

Mr. Passary is incorrect in his final analysis stating that you will not receive any maintenance from us . We offer a 1hr 3 hr or 24hr callout service depending on the nature and severity of the issues *please note that we would not state a broken hoover as an emergency call out (as Mr. Passary stated to us.) This service is available to the all of our tenants signed up to our fully managed service. We cannot send contractors out to tenants under a let only or rent collection service. We make all our tenants aware of this at viewings and at signing of the lease.

In conclusion, Mr. Passary does have a genuine complaint, unfortunately we feel it has been directed to the wrong person, the issue has now been rectified and Core Property Management has acted within the terms and conditions of the lease. Mr. Passary has understandably felt aggrieved and frustrated to the point of posting a review on this site. We however feel it is unjustified and would like the comments removed immediately.