We are sorry you have had cause to complain and hope that the information contained here will reassure you that we are taking your complaint seriously. At Ascend Living, we believe customer satisfaction is very important, and we can assure you that we will do our utmost to ensure we find a satisfactory resolution.
Ascend Estates Ltd (trading as Ascend Living) 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
Ascend,
Stafford Court,
145 Washway Road, Sale,
Manchester,
M33 7PE
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.
If you remain dissatisfied, you have the right to refer your complaint to:
The Property Ombudsman
Milford House
43-55 Milford Street,
Salisbury
SP1 2BP
Please be advised the above must be done within 12 months of receipt of our final viewpoint.
Monday-Thursday 8:45am-5:30pm
Friday 8:45am-4pm
Saturday-Sunday Closed
Excluding bank holidays in England and Wales
Bank Holidays: We’re here to help from 10am to 2pm
