Complaints Procedure

1

Our commitment to you

KMP Living is committed to delivering a fair, transparent, and responsive service to all residents, tenants, and landlords whose properties we manage. We take all complaints seriously and regard them as an opportunity to improve our services.

This procedure has been designed to ensure:

• Complaints are dealt with promptly, fairly, and consistently
• You are kept informed at every stage of the process
• The outcome of your complaint is clearly communicated in writing
• We learn from complaints to continuously improve

2

What is a complaint?

A complaint is any expression of dissatisfaction about our service, the conduct of our staff or contractors, or the management of a property. You do not need to use the word "complaint" — if you are unhappy with something we have done or failed to do, we will treat your communication as a complaint.

Examples of complaints include:

• Failure to respond to repair or maintenance requests within a reasonable time
• Unclear, incorrect, or misleading communication
• Failure to follow agreed procedures or our duties under your tenancy or management agreement
• Unprofessional conduct by a member of our team or a contractor we have appointed
• Errors in financial statements, rent demands, or service charge accounts
• Concerns about the management of communal areas or shared facilities

3

Who can complain?

This procedure is open to:

• Current tenants and leaseholders
• Prospective tenants or applicants
• Any member of the public directly affected by our actions

If you are complaining on behalf of someone else, please confirm you have their authority to do so.

4

How to make a complaint

We encourage all complaints to be made in writing so we have a clear record and can respond fully. You may submit your complaint by:

Email (preferred)	complaints@kmp.living
Post	FAO: Complaints — KMP Living, c/o KMP Group, 2nd Floor Compton House, 29–33 Church Road, Stanmore, HA7 4AR

When making a complaint, please include:

• Your full name and contact details
• The address of the property the complaint relates to
• A clear description of the issue, including relevant dates
• What outcome you are seeking
• Copies of any supporting correspondence, photographs, or evidence

5

Our complaints process — stage by stage

We operate a three-stage complaints process. We aim to resolve the vast majority of complaints at Stage 1. If you remain dissatisfied, you have the right to escalate.

Stage	Timeframe	Handler	Outcome
Stage 1	Acknowledge: 3 working days Full response: 10 working days	Senior team member	Resolution letter or explanation issued
Stage 2	Acknowledge: 3 working days Full response: 20 working days	Senior team member (independent review)	Independent internal review & revised decision
Stage 3	External — no fixed timescale	The Property Ombudsman (TPO)	Binding independent adjudication

Stage 1 — Initial complaint

Upon receipt of your complaint, we will:

• Send a written acknowledgement within 3 working days confirming receipt and the name of the person handling your complaint
• Investigate your complaint thoroughly, including reviewing relevant records, speaking with relevant team members, and reviewing any evidence you have provided
• Issue a full written response within 10 working days of the date of your complaint

If we require additional time to complete our investigation (for example, where third-party information is needed), we will notify you in writing before the 10-working-day deadline, explain the reason for the delay, and provide a revised response date. Extensions will not exceed a further 10 working days without your agreement.

Stage 2 — Internal escalation (senior review)

If you are not satisfied with our Stage 1 response, you may request an escalation to Stage 2 within 20 working days of receiving our Stage 1 decision.

To escalate, please write to us at complaints@kmp.living stating that you wish to escalate to Stage 2, and the reasons why you remain dissatisfied with our Stage 1 response.

At Stage 2, your complaint will be reviewed by a senior member of the KMP Living family principal team, independent of the property manager who handled Stage 1. This ensures a fresh, impartial assessment of your complaint. We will:

• Acknowledge your escalation within 3 working days
• Complete a full review and issue a written Stage 2 response within 20 working days
• Notify you in writing if additional time is required, giving reasons and a revised date

The Stage 2 response will constitute our Final Response Letter, which is required before you can refer your complaint to an external redress scheme.

Stage 3 — External redress (The Property Ombudsman)

If you remain dissatisfied following our Final Response, or if we have failed to issue a Final Response within 8 weeks of your original complaint, you have the right to refer your complaint to The Property Ombudsman (TPO) — the independent redress scheme of which KMP Living is a member.

Please note: The Property Ombudsman requires that you have exhausted our internal complaints process before they will consider your referral. You must refer to the TPO within 12 months of receiving our Final Response.

The TPO's decisions are binding on KMP Living. We commit to fully comply with any decision or award made by the Ombudsman.

6

Timelines summary

Action	Timescale
Acknowledgement of complaint (all stages)	Within 3 working days
Stage 1 full response	Within 10 working days of complaint
Stage 1 extension (if required)	Up to a further 10 working days (with notice)
Stage 2 request deadline	Within 20 working days of Stage 1 response
Stage 2 full response	Within 20 working days of escalation request
Final Response (maximum time from complaint)	8 weeks
TPO referral deadline	Within 12 months of Final Response

7

Our standards during the process

Regardless of the stage, we commit to the following standards throughout your complaint:

• We will treat you with courtesy and respect at all times
• We will not discriminate against you on any grounds
• We will communicate clearly and in plain English
• We will not charge you for making a complaint
• We will not allow a complaint to adversely affect any service we are providing to you
• We will keep records of all complaints for a minimum of 6 years

8

Confidentiality and data protection

All information provided in connection with your complaint will be handled in accordance with UK GDPR and the Data Protection Act 2018. Information will only be shared with those directly involved in investigating and responding to your complaint.

By submitting a complaint, you consent to us processing the personal data provided for the purpose of managing and resolving your complaint. You may request a copy of the data we hold about you at any time by contacting complaints@kmp.living. See our privacy policy for further detail.

9

Unreasonable or persistent complainants

We are committed to treating all complainants fairly. In rare circumstances, we may classify a complaint as "unreasonable" if the complainant:

• Makes excessive, repeated, or identical complaints that have already been fully addressed
• Engages in abusive, threatening, or offensive behaviour towards our staff or contractors
• Refuses to accept a decision made by the relevant authority, including the Ombudsman

In such cases, we reserve the right to restrict contact to written communication only. We will always write to inform you if we apply this policy, and it will not prevent you from accessing the external redress scheme.

10

Learning from complaints

We review all complaints on a quarterly basis to identify patterns and areas for improvement. Our senior team considers complaint data when reviewing service standards, contractor performance, and internal procedures.

Where a complaint reveals a service failure, we will take appropriate corrective action and, where relevant, proactively notify other affected parties.

11

Review of this procedure

This procedure is reviewed annually, or sooner where changes in legislation, regulatory guidance, or complaint outcomes make an earlier review necessary. The current version is effective from June 2026.