Complaints procedure
Temphis aims to get things right first time. When we do not, this is how to tell us and what happens next. The procedure applies to leaseholders, residents, resident directors and freeholders of the buildings we manage.
If the matter is a repair or a fault rather than a complaint about our service, report it through Report a Building Issue — it reaches your property manager faster.
Stage 1 — your property manager
Email customer.services@temphis.com, or write to us. A complaint made by telephone must be confirmed in writing before it can proceed formally.
Please include what happened, where, the dates, and any supporting evidence — photographs, correspondence, invoices.
We acknowledge within 3 working days and give a full response within 10 working days. Your property manager investigates and proposes a resolution. If you are not satisfied with it, you can escalate to Stage 2.
Stage 2 — senior management
Email complaints@temphis.com, quoting the Stage 1 response and saying why you remain dissatisfied.
Acknowledged within 3 working days, full response within 15 working days. The Operations or Compliance Manager reviews the complaint in full, including any further investigation needed.
Stage 3 — director review
Write to the Managing Director at complaints@temphis.com, enclosing the earlier responses and your reasons for escalating.
Acknowledged within 3 working days, full response within 20 working days. A final decision is issued with the findings documented.
Stage 4 — The Property Ombudsman
If you remain dissatisfied once our internal procedure is exhausted, you can refer the complaint to The Property Ombudsman, of which Temphis is a member.
www.tpos.co.uk · 01722 333306
The Property Ombudsman, Unit 159756, PO Box 7169, Poole BH15 9EL
The Ombudsman will only consider a complaint once our internal stages are complete.
Building safety complaints
If your building is a higher-risk building under the Building Safety Act 2022 and your complaint concerns a building safety risk — structural safety, external wall materials, the spread of fire, or how the Accountable Person is performing — a statutory route runs alongside this one. Raise it with us as above and, if it is not resolved, you can refer it to the Building Safety Regulator on 0300 790 6787.
Things worth knowing
Complaints involving health and safety, regulatory compliance or financial conduct may be escalated straight to Stage 2 or Stage 3 at our discretion.
Every complaint and response is recorded for audit and regulatory purposes, and handled in line with UK GDPR.
We review complaints to find where the service needs to change, and use what we learn in training.
Your statutory rights are unaffected
Nothing in this procedure limits your rights in law. Under section 21 of the Landlord and Tenant Act 1985 you may request a written summary of the relevant costs making up the service charge, and under section 22 you may then require reasonable facilities to inspect the invoices and receipts behind that summary. You can also apply to the First-tier Tribunal (Property Chamber) for a determination as to whether a service charge or an administration charge is reasonable and payable.