Policies

Privacy Policy

1. Information we collect from you

The personal data we collect will be the information that you provide and will include your name, address, phone numbers and email address and may also include your bank account details and any other information about you from the e-mails, letters or other information you provide to us.

2. Using your data

Where you are, become or inquire about becoming a leaseholders or resident of a site managed by Block Management Ltd, the basis for our processing of your personal data will be to enter into and perform the contract between you and us. This will include service charge billing and providing any updates of information in relation to the site.

3. Disclosure of your information

3.1 We may employ other companies to provide services for us. These companies will have access to the personal information needed to perform their functions and not for any other purpose. Those functions may include recovering debts, tracing debtors and preventing money laundering and fraud.

3.2 If our business is merged with another business entity, your information may be disclosed to our new business partners or owners.

3.4 We operate in a regulated industry and may be required to disclose information about you in accordance with our statutory obligations.

3.5 Unless required to do so by law, we will not otherwise share, sell or distribute any of the information you provide to us without your consent.

4. Security and data retention

4.1 We employ appropriate security measures to protect your information from access by unauthorised persons and against unlawful processing, accidental loss, destruction and damage.

4.2 We will retain your information for a reasonable period or as long as the law requires, taking into account the nature of the information and purpose for which it has been obtained and is used or held.

5. Changes to our privacy statement

Any changes to our privacy statement in the future will be posted to our website.

6. Your rights

6.1 You have the right to access information held about you and the right to request that information be deleted or corrected (as appropriate). You also have the right to request that your information be transferred to another organisation. You can exercise these rights at any time by emailing on admin@blockmanagementltd.co.uk or calling us on 0330 606 1402.

6.2 Questions, comments, concerns and requests regarding this privacy statement or our collection or use of your information are welcomed and you can either call us on 0330 606 1402 or email us on admin@blockmanagementltd.co.uk

6.3 The Information Commissioner’s Office is the UK’s supervisory authority for privacy and data protection matters - for more information visit www.ico.org.uk/concerns

Environmental Policy

Environmental Policy Statement

We believe that businesses are responsible for achieving good environmental practice and operating in a sustainable manner.

We are therefore committed to reducing our environmental impact and continually improving our environmental performance as an integral and fundamental part of our business strategy and operating methods.

It is our priority to encourage our customers, suppliers and all business associates to do the same. Not only is this sound commercial sense for all; it is also a matter of delivering on our duty of care towards future generations.

Our policy is to:

• Wholly support and comply with or exceed the requirements of current environmental legislation and codes of practice.

• Minimise our waste and then reuse or recycle as much of it as possible.

• Minimise energy and water usage in our buildings, vehicles and processes in order to conserve supplies, and minimise our consumption of natural resources, especially where they are non-renewable.

• Operate and maintain company vehicles with due regard to environmental issues as far as reasonably practical and encourage the use of alternative means of transport and car sharing as appropriate.

• Apply the principles of continuous improvement in respect of air, water, noise and light pollution from our premises and reduce any impacts from our operations on the environment and local community.

• As far as possible purchase products and services that do the least damage to the environment and encourage others to do the same.

• Assess the environmental impact of any new processes or services we intend to introduce in advance.

• Ensure that all employees understand our environmental policy and conform to the high standards it required.

• Address complaints about any breach of our Environmental Policy promptly and to the satisfaction of all concerned.

• Update our Environmental Policy annually in consultation with staff, associates and customers.

Ethical Policy

We work within the framework of the CIMA and IRPM Code of Ethics.

The CIMA code requires accountants to comply with the principles of integrity, objectivity, professional competence and due care, confidentiality and professional behaviour. The duty of a professional accountant is not exclusively to satisfy the needs of an individual client or employer. In complying with the ethical requirements of the CIMA Code of Ethics the professional accountant is obliged to act primarily within the public interest.

The IRPM code recognises that those involved in the management of residential property have both legal and ethical obligations. The legal responsibilities are governed by the rules established in legislation and the rights and liabilities arising out of relationships with individuals are set out in civil law.

Complaints Policy

Complaints Procedure

Policy Statement:

We recognise there may be circumstances where a client may not be entirely satisfied with the service provided. We aim to provide a high quality service that we strive to continually improve. One of the ways we achieve this is to recognise that complaints are a valuable source of feedback. We will ensure that our clients are aware of how they may express their concerns in order that we can learn from and respond positively to complaints and resolve these fairly, honestly and courteously, whilst maintaining a good relationship with clients. All complaints will be dealt with in accordance with our formal complaints procedure that will be reviewed and updated annually.

  1. Initial Complaint

You should initially raise concerns with the person dealing with you. A simple misunderstanding may have arisen which may be easily resolved.

  1. Formal Complaint

If the initial complaint is not resolved you can ask for the complaint to be considered as a formal complaint. You should make their complaint to a director of this company who will consider the complaint. If not already done so, you will be requested to make your complaint in writing, by letter or e-mail. It would be helpful if you could define the cause of your dissatisfaction in terms of; omissions, lack of quality or inappropriate conduct. We will log the complaint, identifying areas of concern and carry out a thorough investigation ensuring that all points raised by you are answered

  1. Acknowledgement

You will receive an acknowledgement within 4 working days from receipt with a summary of our understanding of the complaint. You may be requested to provide any further evidence or information regarding the complaint and will be asked for confirmation that we understood the complaint.

  1. Response

A written response will be issued within 10 working days. If this is not possible, you will be given an explanation of the reasons for the delay and a time scale by which you will receive a full reply. At all stages the complaint will be dealt with in strict confidence.

In considering the complaint we will:

  • Gather all the relevant information
    • Agree the issues and facts of the case
    • Analyse the complaint in the context of stated procedures
    • Determine whether the complaint is valid
    • Inform you of the outcome and, if applicable the remedial action to be taken.

The company will then write to you, stating the outcome of the complaint and any intended actions.

  1. Right of Appeal

Following our response to you, should you remain dissatisfied, you may be referred to an alternative director who will undertake a fresh review of the complaint.

  1. Referral of Complaint

Should you still remain dissatisfied once the internal complaints procedure has been exhausted, you may refer the complaint to the most appropriate body as follows:

6.1 Complaints involving a NLA member:

You can complain to the National Landlords Association (NLA) by completing a complaints form and include copies of all supporting paper-work relating to the complaint (non returnable). This information can be scanned and emailed to complaints@landlords.org.uk.

6.2 Complaints involving an IRPM member:

Any complaint made against a member of the Institute of Residential Property Managers (IRPM) must be made in writing under confidential cover and addressed to the Secretary of the Institute at its registered office. Complainants shall set out the circumstances forming the basis of the complaint, including the relationship, if any, between the complainant and the member concerned. See www.irpm.org.uk for further information.

6.3 Complaints involving a CIMA member in Practice:

The Chartered institute of Management Accountants (CIMA) offers an independent Alternative Dispute Resolution (ADR) facility for members of the public. Further information on ADR or making a complaint about alleged misconduct can be found on the CIMA website at www.cimaglobal.com.

6.4 Complaints involving Property Management:

The company is a member of the Property Redress Scheme (PRS). This offers a redress scheme provided the complainant has exhausted the Member’s internal complaints procedure. Further information on the PRS or making a complaint can be found on the PRS website at www.theprs.co.uk.

7.0 Alternative Dispute Resolution

If a complaint cannot be resolved through our internal complaints handling procedure, under the Consumer Rights Act 2015 we are required to point you towards alternative dispute resolution (ADR) providers. There are many ADR providers listed on the Chartered Trading Standards Institute website