Complaints Procedure

Customer Complaints Handling Procedure

Ascend Estates Ltd is a member of The Property Ombudsman (TPO) and as such aims to provide the highest standard of service to all our landlords and tenants. To ensure that your interests are safeguarded, we have a robust Complaints Procedure in place. The aim of this process is to resolve any issues or concerns as quickly as possible.

If you are unable to reach an informal resolution with your point of contact and wish to raise a complaint with us, please adhere to the following procedure to ensure your complaint is dealt with formally.

Complaints should be made in writing or via email to:

The Complaints Team
Stafford Court,
145 Washway Road, Sale,
M33 7PE 

Complaint Officer’s Review

  • Your complaint will be acknowledged within 3 working days of receipt.

  • Where required further information may be requested to assist with the investigation.

  • An official response will then be sent to you via email within 15 working days.

  • More complex complaints may require longer to investigate, you will always be informed of this with explanation, and given an expected timeframe if this applies.

Head of Compliance Review

  • If you remain dissatisfied at this stage, you can escalate your complaint to the Head of Compliance who can be reached on You should provide clear reasoning as to why you disagree with the Complaint Officer’s findings, and any proposed resolution.

  • Your escalation request will be acknowledged within 3 working days of receipt.

  • Any documentation relating to your complaint will additionally be provided to the Head of Compliance who will carry out an independent review.

  • You will receive a written statement prepared by the Head of Compliance who will set out the review findings and expressing Ascend’s final viewpoint within 15 working days.

  • If a response cannot be prepared within this timescale, we will let you know when this can be expected.

If you remain dissatisfied, you have the right to refer your complaint to:

The Property Ombudsman

Milford House
43-55 Milford Street,

Please be advised the above must be done within 12 months of receipt of our final viewpoint.

Back to top