1. Introduction
We always aim to provide a high standard of care in all our services.
Our customers’ views are important to us and help to ensure our services are consistently meeting
people’s needs. If you are unhappy with any of our services, it is important that you let us know.
If a complaint alerts us to possible abuse or neglect, we will tell the Council’s adult safeguarding team.
The safeguarding team will decide how to investigate and monitor outcomes.
2. Making a suggestion
Often people feel more comfortable about suggesting improvements rather than complaining formally.
Anyone receiving services, and their friends/ family, may make a suggestion.
First you should speak to the Manager or their Deputy.
Comments or suggestion boxes are available if you would rather make your suggestion that way.
If the suggestion is, something that Keys Property Management (Wales) Ltd as a company needs to
consider you can send it to:
Kelli Chapman-Knight (Director)
Keys Property Management (Wales) Ltd
6 Wind Street,
Ammanford,
Carmarthenshire,
SA18 3DN
01269 592819
3. Making a complaint
We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints
seriously and use valuable information from investigating to help us improve the service we provide. We
treat all complaints in confidence.
Keys Property Management (Wales) Ltd assures clients and their families that it will not withdraw or
reduce services because someone makes a complaint in good faith.
4. Who can complain
Anyone affected by the way Keys Property Management (Wales) Ltd provides services can make a
complaint.
A representative may complain for the affected person if they:
- have died
- cannot make a complaint themselves, or
- have given consent for the representative to act on their behalf
If you are not happy about making a complaint yourself and you do not know someone who can talk or
write to us on your behalf, we will be happy to find someone from an independent organisation to act as an
advocate for you.
5. How you can make a complaint
You can complain:
- in person
- by telephone
- through a member of our staff
- through an advocate or representative where someone complains orally we will make a written record and provide a copy of it within 3
working days
- by letter
- by email
6. Anonymous complaints
We deal with anonymous complaints under the same procedure; however it is better if you can provide
contact details so we can tell you the outcome of our investigation.
7. Responsibility
The Registered Manager has overall responsibility for dealing with all complaints made about their
service.
We will provide as far as is reasonably practical:
- any help you need to understand the complaints procedure; or
- advice on where you may get that help.
8. How we handle complaints
The Registered Manager of Keys Property Management (Wales) Ltd may ask one of the management
team to investigate the complaint. That person will have enough seniority and experience to deal with
the issues raised by the complaint.
We will acknowledge a complaint within 3 working days and give you the name and contact details of the
person investigating it.
We will keep you informed about the progress of the investigation. We aim to have all complaints
finished within 28 working days unless we agree a different time scale with you.
When we have finished investigating, we will arrange to meet with you to discuss the outcome, and write to
you with:
- details of the findings;
- any action we have taken; and
- our proposals to resolve your complaint.
9. Time limits
You should complain as soon as you can after the date on which the event occurred or came to your
notice. If you complain more than twelve months later, we may not be able to investigate properly. But
we shall also consider whether you had good reason for not making the complaint sooner and whether,
despite the delay, it is still possible to investigate the complaint effectively and fairly.
10. Further steps
At any stage during the process, if you are not happy with the way the service is dealing with your complaint
you can contact Kelli Chapman-Knight (Director) at:
Keys Property Management (Wales) Ltd
6 Wind Street
Ammanford
Carmarthenshire
SA18 3DN
01269592819
Once we have dealt with your complaint, if you are not happy with the outcome you can refer your
complaint to the Property Redress Scheme.
You can contact the Property Redress Scheme at:
- Tel: 0333 321 9418
- Website: www.theprs.co.uk/
NB: The scheme will not normally investigate a complaint until the provider has had an opportunity to
respond and resolve matters.
