Welcome to Peverel Management Services

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property management, retirement property, property sales, retirement homes, retirement housing, property managers, retirement, grey market, arhm, mccarthy and stone, peverel news, right to manage, service charge, leasehold, commonhold, leasehold reformWelcome to Peverel Management Services, property management, retirement property, property salesPeverel Management services is the UK's leading manager of private retirement property. We can also offer a property sales service through our sister company Retirement Homesearch.property management, retirement property, property sales, retirement homes, retirement housing, property managers, retirement, grey market, arhm, mccarthy and stone, peverel news, right to manage, service charge, leasehold, commonhold, leasehold reformAt the majority of our sites a House Manager will be on duty from 9am to 5pm Monday to Friday, to ensure that all services and facilities run smoothly and to help you with any property sales, retirement homes queries you might have regarding the development. The House Manager is a reassuring presence should anything leasehold, commonhold, leasehold reform go wrong; but there retirement, grey market, arhm are limitations on the property management, retirement property amount of individual right to manage, service charge help they can provide for example, they will mccarthy and stone, peverel news not run errands for residents, provide physical assistance right to manage, service chargesuch as lifting or administer medication. All our retirement housing, property managers developments have an emergency call system in place, providing round the mccarthy and stone, peverel news clock security and peace of mind. Should something happen or an retirement housing, property managersemergency arise, you only need to pull the nearest property sales, retirement homes cord or press the button on your pendant, phone or property management, retirement property watchstrap to be put through instantly to either the House Manager (during office hours) or Cirrus Careline, where a highly-trained leasehold, commonhold, leasehold reform operator will deal with the emergency in retirement, grey market, arhm hand.At Peverel, we believe in maintaining a property sales, retirement homes comprehensive and professional service at all times and hope that our high standards of management mean mccarthy and stone, peverel news you won't have any issues with the service property management, retirement property we provide. However, as part of our leasehold, commonhold, leasehold reform commitment to our residents we believe that there should be an independent body who will provide you with someone impartial to turn to should retirement, grey market, arhm problems arise. This is retirement housing, property managers why we have an appointed an independent Ombudsman, David Hobman CBE. Every development has its own Estates Manager who will visit on a right to manage, service charge regular basis. Your Estates Manager works with the House Manager to property management, retirement property ensure the right to manage, service charge efficient property sales, retirement homes maintenance mccarthy and stone, peverel news and running of the development, and is responsible for the preparation and presentation of the leasehold, commonhold, leasehold reform accounts.As a resident of a Peverel managed retirement property sales, retirement homes development, you pay a service charge. The charge will vary, depending on what facilities you retirement, grey market, arhm have at your development. However, a typical service charge will cover your House Manager's right to manage, service charge salary, emergency monitoring, cleaning of common areas, gardening and buildings insurance. The charge will also pay for servicing of equipment and for the repair and maintenance of common retirement housing, property managers areas and the outside of the building. Water property management, retirement property and sewage charges may also be included. At Peverel we understand the need for property sales, retirement homes strict budgeting and financial accountability. A detailed budget is drawn up at the leasehold, commonhold, leasehold reform beginning of each year and is formally presented to residents by way of an open retirement, grey market, arhm meeting. At year end, a set leasehold, commonhold, leasehold reform of independently retirement housing, property managers audited mccarthy and stone, peverel news accounts are drawn up and a copy given to each resident. All bills, receipts property sales, retirement homes and invoices relating to these accounts are property management, retirement property available for inspection, thus right to manage, service charge giving complete financial transparency.

Customer Service

Leaseholders' Complaints Procedure

At Peverel, we aim to give good service to Leaseholders in a polite, fair and efficient way. However, we recognise that things can occasionally go wrong. When this happens we want you to tell us so that we can improve our future performance. We are always receptive to new ideas.

Here is what you should do if you have a complaint:

Stage 1
We encourage all Leaseholders to speak in the first instance to their House Manager as we know most complaints can be dealt with on a “face to face” basis. The House Manager may need to speak to his / her Estates Manager before an answer can be given. If the problem can wait, it may be sensible for the House Manager to arrange for the Estate Manager to call in and see you on his / her next visit. Alternatively, the Estates Manager may write to you.
Stage 2
If you are still not satisfied your complaint has been dealt with properly, you should write to the Regional Manager via the Halesowen Administration Centre.
Stage 3
The Customer Services Manager (CSM) is the final person at 12 Centre Court, Vine Lane, Halesowen, West Midlands B63 3EB you should write to if you feel you have not received a reasonable answer to your complaint under stages One and Two. The CSM investigates complaints on behalf of the Managing Director and has access to the PMSL Board for information and answers.

Timescale

It is our aim to respond to most complaints within seven working days of receipt of your letter. However, where complaints are complex or involve detailed research, it may take longer to deal with the matter. In such cases, we will acknowledge your complaint and give you a timescale for response, which will be no greater than 28 working days.

General

If the matter involves another department of Peverel, then we may refer you to another person. We will tell you who and give you a timescale for response.

Should you write direct to the Regional Manager without first having exhausted earlier steps in the Complaints Procedure, then your letter will be referred back to the appropriate person for action. In most cases, Peverel will respond to your complaint in writing, but in certain circumstances, we may arrange a personal visit by prior appointment with you. Under our Code of Practice, you are entitled to ask for a face to face meeting with a senior manager within Peverel. The Regional Manager will fulfil this role.

Building Defects

Please note that defects which are the responsibility of the builder, and not Peverel as a management company or freeholder, cannot be resolved through this complaints procedure.

Other Options

You may write or speak to the Advice Information and Mediation Service, an independent organisation or the Association of Retirement Housing Managers at any time. Please ask your House Manager or the Halesowen Administration Centre for further information.

Note: If you are a tenant renting accommodation, then you must first refer your complaint to your own landlord.