As a professional service provider we have adopted the below operational and ethical policies.

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.

2. 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

3. 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.

4. 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.

5. 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.

6. 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 a TPI member:

Any complaint made against a member of The Property Institute (TPI) must be made in accordance with the TPI complaints procedure. This may be found on the TPI website at www.tpi.org.uk/about-us/contact-us/complaints

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

Definitions

Client Related Service User – A person who uses our services in relation to our engagement with a client, such as but not limited to, a leaseholder or member of a client company.

Non Client Related Service User – A person who uses our services directly, such as but not limited to, a provider of services, a person enquiring about our services, a member of the general public.

1. Information we may collect about you

1.1 Information we may collect

The personal data we collect will be the information that you or our client provide to us and may include:

• Your name, address, phone numbers and email address
• Your bank account details
• Identification documents (where required by law)
• Information contained in correspondence, client records or other documents.

In limited circumstances, we may process special category data such as:

• Health information to make reasonable adjustment to comply with safety requirements where you have provided your explicit consent or otherwise where necessary to meet our or our clients obligations under health and safety law.

2. Using your data

2.1  Client Related Service Users

Where you are, become or enquire about becoming a Client Related Service User of a site managed by Block Management Ltd, the basis for our processing of your personal data will be to perform the contract between us and our client as its agent. This will also include complying with the duties of our client under applicable lease agreements, Company Articles and any other relevant statutory requirement.

2.2 Non-Client Service Users

Where you engage us directly (such as but not limited to, as a contractor, service provider or member of the public) we may require personal information such as, contact details and identification documents, to satisfy legislative and regulatory requirements.

2.3 Lawful Basis

We process personal data under the following lawful basis:

• To perform a contract (such as but not limited to, administering service charges)
• To comply with legal obligations (such as but not limited to, money laundering regulations, health and safety requirements, Companies Act compliance)
• For our legitimate interests in relation to our contractual obligations (such as but not limited to, debt collection, managing disputes, ensuring safety) provided these are not overwritten by your rights
• With your consent (such as but not limited to, where you sign up to receive correspondence or otherwise contact us directly)
• For special category data, we rely on your explicit consent or where necessary for insurance, health and safety or substantial public interest reasons.

2.4 Use of Technology

We use property management and accounting software to help us deliver services. We do not make automated decisions that produce legal or significant effects about you. Where we use analytics or other digital tools, these are only to support service delivery and not to make binding decisions.

3. Disclosure of your information

3.1 Third Parties

We may share your personal data with third parties who provide services to us to help us deliver services, such as:

• Contractors
• Debt collection agencies and Solicitors
• Insurance Brokers and Claims Handlers
• IT and data storage providers
• Professional advisors or regulatory bodies

These companies may only process personal information to perform their function and not for any other purpose.

3.2 Business Changes

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

3.3 Legal and Regulatory

We operate in a regulated industry and may be required to disclose information about you in accordance with our statutory obligations or lawful requests from regulators or public authorities.

3.4 Data Processing Remit

In most cases where you are a Client Service User, we act as the data processor and our client remains the data controller.

In most cases where you are a Non-Client Service User, we act as the data controller.

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

4. Security and data retention

4.1 Security

We employ appropriate organisational and technical measures to protect personal data from unauthorised access, unlawful processing, accidental loss, destruction or damage.

4.2 Retention

We retain data only for as long as necessary for the purpose collected, or as required by law.

5. Changes to our privacy statement

5.1 Updates to the Policy

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

6. Your rights

6.1 Right to Access, Withdraw or Correct

You have the right to:

• access information held about you
• request that information be deleted or corrected (as appropriate)
• request that your information be transferred to another organisation
• withdraw consent (as appropriate)

You can exercise these rights at any time by emailing on admin@blockmanagementltd.co.uk or calling us on 0330 606 1402.

6.2 Policy Queries

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 ICO Inforamtion

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

 

We are committed to making refunds in a timely manner and have a specific payment run in this regard at the end of each calendar month. We are bound by regulation to satisfy certain conditions before refunds are made.

Client Related Service User's must not intentionally overpay their service charge and/or ground rent charges and related charges and costs due to the client company in order to circumvent any government regulation or restriction. Neither we or our clients are able to act as a clearance account and must abide by UK money laundering laws.

• All authorised refunds are returned to source, where source can be established, and wherever possible are paid by bank transfer.

• All refunds will be calculated in pounds sterling but may be refunded in the currency of the original payment. We will not refund any shortfalls due to exchange rate fluctuations, or offer compensation for any bank or other charges incurred.

• No refunds will be made in cash.

• Where there is an overdue balance on the Client Related Service User's account the receipt will be applied to any outstanding balance.

• Refunds are not processed to the extent that a refund would leave an account with an overdue balance regardless of any arrangement to pay an account in instalments.

• Only in exceptional circumstances will a refund be made to a third party. Authorisation will need to be obtained in writing from the Client Related Service User together with a reasonable explanation for the refund to be paid to a third party prior to the refund being processed.

Where a Client Related Service User's account is in credit as a result of overpayment of charges it may be appropriate to carry forward the credit balance into the following financial year. All payments received in the final two months of a financial year that result in a credit on the Client Related Service User's account will be applied to charges due in the following financial period.

Where charges are received from an outgoing Client Related Service User after the exchange of contracts a refund will only be made if the service charge account is in credit for the current financial year and the refund has been agreed in writing by both the vendor’s and purchaser’s solicitor.

Client Related Service User's who request a full or partial refund may be charged an admin fee of £30 per transaction depending on the reason for the request.

We must receive the following information in order to process a refund:
- A bank statement from the account that had made the payment, showing the account details and the payment. (Other transactions or details irrelevant to the refund may be redacted).

- A written confirmation of the bank account name, number and sort code.

Purpose of this policy

This policy is used to address unacceptable service user behaviour consistently and fairly. It sets out clearly what we consider to be unacceptable and the steps we may take to deal with such behaviour. The term ‘service user’ applies to everyone who accesses our services. The policy is designed to help us protect staff and others from abuse, harm and unacceptable behaviour.

We expect those that contact us to be courteous and engage with us in a way that does not undermine our ability to carry out work effectively and efficiently for the benefit of all our service users. Any concerns should be provided to us coherently and comprehensively so that we may address matters efficiently.

Definition of unacceptable behaviour

This means acting in a way which is unreasonable, regardless of the level of someone’s stress, frustration or anger. It may involve acts, words or physical gestures that could cause another person distress or discomfort. It includes using language or other means which are not useful or otherwise detracts or distracts from the subject matter.

Definition of aggressive or abusive behaviour

This means behaviour or language either written or spoken that could cause our staff to feel afraid, threatened or abused. This includes threatening or derogatory emails, telephone calls, meetings and comments on social media or elsewhere.

For example:

• Insulting, degrading or rude language, inappropriate banter, innuendo or malicious allegations or unfounded accusations.
• Any form of physical violence or threats of physical violence
• Derogatory racists, sexist, ageist or any other remarks concerning a protected characteristic
• Defamation or similar remarks relating to a complaint or matter that has already been reported to us and has or is being responded to

Definition of harassment and vexatious complaints

Service users may make requests which we cannot reasonably accommodate. This may include but is not limited to:

• The amount of information that is being sought
• The nature and scale of service that is expected
• The volume of correspondence that is sent
• A remedy or outcome that cannot be achieved
• A complaint related to an outcome or event that we are not liable for or are otherwise not involved with. For example, a decision or requirement of a third party through which we have no control over.

We accept that someone who is persistent will not necessarily be doing so with the intent to cause disruption or distress. Each case will be determined in consideration of the circumstances and based on its own merits.

The behaviour of someone who persistently contacts us about the same issue, when a response or responses have been provided to the same will in most circumstances amount to unreasonable demand. Such behaviour takes up a disproportionate amount of time and resources and will affect our ability to provide a service to others.

For example:

• Refusing to follow our complaints procedure
• Persistently pursuing a complaint where the complaints procedure has been exhausted but no appeal has been made to the relevant regulatory body.
• Pursuing multiple complaints with us or with third parties regarding the same issues.
• Contacting us persistently and frequently without giving sufficient time to respond to previous correspondence.
• Insisting on seeing or speaking to a particular member of staff when a suitable alternative is available or offered
• Visting our offices without an appointment
• Focusing disproportionately on a matter that has already been brought to our attention
• Focusing disproportionately on a matter in relation to its significance
• Persistently chasing a resolution or response to a matter that is outside of our liability or control. Such as a decision or action of a third party.
• Continuing to submit the same correspondence to other members of staff, either with the intention to confuse or obtain a different response to the same matter
• Threatening or using actual physical violence toward staff or others
• Being personally abusive or verbally aggressive toward staff dealing with an issue
• Recording meeting or other exchanges including but not limited to phone calls, video calls or other physical meetings without the consent or knowledge of those being recorded
• Seeking to commit defamation or slander

How we will respond to incidents of the above definitions

We do not expect our staff or contractors to tolerate unacceptable behaviour under any circumstance. When this happens, our staff or contractors have the right to:

• Place callers on hold
• End the call
• Not reply to abusive correspondence other than to confirm receipt if appropriate
• Not reply to persistent correspondence other than to confirm receipt if appropriate

Before taking this action, we will endeavour to warn the service user that they are behaving in an inappropriate manner and provide a chance to address their behaviour.

A warning will not be given in circumstances where our staff or contractors are not given an opportunity to respond or are threatened such as when a service user does not listen to a response, issues or undertakes a physical threat, physically follows or otherwise intimidates a contractor or staff member.

If these circumstances arise, we will:

• Ask the service user to change their behaviour and explain why
• If the service user does not action this satisfactorily, we will commence the above action as appropriate.
• The staff member or contractor will inform their manager or alternate staff member who will record the incident and may note this against the service users’ records.
• The incident will be reviewed by a manager, or a separate member of staff and a decision will be made by the manager or separate staff member as to any necessary further action. This may include limiting a service users contact with us or reporting the interaction to the relevant authority.
• We will refer any incident to the police or other authority which constitutes a criminal offence including cases of harassment or threat.

How we may restrict communications

If a service user continues to adopt an approach which constitutes any of the above definitions, we may place temporary or permanent communication restrictions on a service user. We will inform the service user:

• Why we consider their behaviour to be unacceptable
• What action is being taken

Limiting communication may include:

• Limiting contact to be in writing only
• Limited contact from a specific individual or organisation
• Limiting contract through a third party
• Limiting contact in full other than for statutory purposes
• Limit contact in other ways in which we may consider appropriate in the circumstance
• Updating our records to show what action is in force for the service user

In addition, we reserve the right to:

• Limit telephone contact, either during set hours or dates or in full
• Restrict contact to a nominated staff member who will deal with the service user
• Restrict issues in which we will respond to
• Block email or telephone numbers belonging to the service user
• Refuse to consider a complaint or further contact in exceptional circumstances
• Take any other action we consider necessary to make this policy effective

Where circumstances are serious or exceptional, we may take legal action to include:

• How legal action may affect our staff or contractors
• How legal action may affect the service user
• The extent to which we can engage or assist the service user
• The extent to which the subject matter has been resolved or otherwise exhausted
• How we may recover costs or other losses caused by the service user

Review of restrictions and this policy

We will regularly review any restrictions that are in force and review this policy to ensure the effectiveness of the policy.

Statutory Rights

This policy does not affect a service users rights to further a complaint to the appropriate regulatory body by completing the correct process to do so. We recognise that some service users may have difficulty in expressing or communicating clearly or appropriately and we will make reasonable endeavours to accommodate this, however this does not mean that deviation from the above action is appropriate in all instances.

 

We work within the framework of the CIMA and The Property Institute Code.

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 Property Institute 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.

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.