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    Complaints Policy

    We are committed to providing a high-quality service to all our customers, leaseholders and tenants. We recognise however, that we may sometimes get things wrong or make mistakes.

    We do not look on complaints as unwanted. They help us to see where our services, practice or procedures might be improved. So please do let us know where you feel we have made a mistake or done something which you found unsatisfactory or unacceptable. Even if you do not think your particular concern amounts to a ‘complaint’ we would still like to know about it. You may help us to deal with something we might otherwise overlook.

    Talk to us

    The first step is to talk to a member of our team. Usually, the best staff member to talk to will be the person who dealt with the matter you are concerned about, as they will be in the best position to help you quickly and to put things right. If they are not available, or you would prefer to approach someone else, then in the first instance, please contact the person in the relevant department mentioned below.

    Sales

    If you are a purchaser and have a problem relating to your new apartment, we have a customer care team which deals specifically with any issues arising within the warranty period (ie. during the first twelve months). They may even be able to help after the warranty period has expired, so they should be your first port of call. Please contact them at the address below.

    Customer Care Team
    Urban Splash Management Limited
    Timber Wharf
    16-22 Worsley Street
    Manchester
    M15 4LD
    customercare@urbansplash.co.uk
    Fax: 0161 839 8999

    Residential Lettings

    If you are a rentals tenant in an apartment owned or managed by us, or a landlord for whom we manage an apartment, please contact David Morgan, who heads up our rentals team:

    David Morgan
    Residential Sales and Lettings Manager
    Urban Splash Management Limited
    Timber Wharf
    16-22 Worsley Street
    Manchester
    M15 4LD
    live@urbansplash.co.uk

    Commercial Lettings

    If you have an issue relating to a commercial letting, please contact Claire Thomas, who is our Director of Asset Management.

    Claire Thomas
    Director of Asset Management
    Urban Splash Management Limited
    Timber Wharf
    16-22 Worsley Street
    Manchester
    M15 4LD
    clairethomas@urbansplash.co.uk

    Other

    For any other type of complaint, please write to our Company Secretary, Kim Essop, who will ensure that your complaint reaches the appropriate person.

    Kim Essop
    Urban Splash Management Limited
    Timber Wharf
    16-22 Worsley Street
    Manchester
    M15 4LD
    complaints@urbansplash.co.uk

    I’ve made a complaint. What happens next?

    We will try to resolve the problem straightaway if we can. If we can’t do this, for example, because information we need is not readily available, then we will take a record of your concern and arrange the best way and time for getting back to you.

    This will normally be within five working days or we will make some other arrangement acceptable to you. If we feel that the problem needs to be escalated for whatever reason, we will follow our formal procedure as outlined below.

    Escalated or formal complaints

    If you have raised an issue and you feel it is not being properly addressed, we have a more formal procedure for dealing with complaints about any aspect of our business.

    In these circumstances, please write to our Company Secretary, Kim Essop, in the first instance and she will follow the procedure outlined below.

    Kim Essop
    Urban Splash Management Limited
    Timber Wharf
    16-22 Worsley Street
    Manchester
    M15 4LD
    complaints@urbansplash.co.uk

    1. Kim will write to you to acknowledge receipt of your complaint within five days of receiving it. She will enclose a copy of this procedure, and provide you with the contact details of the person dealing with your complaint.
    2. We will then investigate the issues you’ve raised. We will review the details of your complaint and, if applicable, discuss it with the member of staff who dealt with you in the first instance, and with their manager.
    3. We will then contact you (either verbally or in writing) to discuss or lay out our suggestions for resolving the matter. We will do this within 21 days of sending you the initial acknowledgement letter.
    4. If necessary, we will invite you to a meeting within 21 days of the initial acknowledgement letter to discuss the complaint in further detail.
    5. If there has been a meeting, we will then write to you within five days of the meeting, to confirm what took place and any solutions that we have agreed with you.
    6. At this stage, if you are still not satisfied, we will arrange for a director unconnected with the matter to review the decision.
    7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.


    If we have to change any of the timescales above, we will let you know and explain why.