Complaints
Unhappy with our service?

Being leaseholders ourselves, as well as directors of resident management companies, we at MMAV understand the frustrations that can occur with Block agents such as ourselves. 

With a history as a client Services Director of a law firm, handling over 1 million client files, I understand that complaints often comes from frustration; something that ought to be done isn’t being done, or something that should be straight forward is taking a long time. These sorts of concerns can often be resolved by us taking the time to understand the issue – and we’re hear to listen. 

If you are even considering making a complaint, it tells us we’re not doing everything we can, and we want to fix that, quickly, simply and informally.

Please contact us at complaints@mmavmanagement.co.uk telling us your concerns and letting us know how it’s impacting you. We will do our best to get things moving in the right direction again. 


If however you feel that an informal resolution for your concern is simply not possible, then you should email us at complaints@mmavmanagement.co.uk, clearly stating that your communication is a formal complaint. You should provide information about who you are, which block/service it is relating to, detail what has occurred, and state what you would like to happen to remedy the situation. Here’s what happens next:

Stage 1: Acknowledgment
  • Timeline: Within 3 working days of receiving your complaint.
  • Action: We will send you a written acknowledgment (via email or post) confirming that we have received your complaint. We will also enclose or link a copy of this procedure.

Stage 2: Formal Investigation & Initial Response
  • Timeline: Within 15 working days of our acknowledgment letter.
  • Action: Your complaint will be formally investigated by a senior member of our team. They will review your file and look into the details of your grievance. A formal written outcome of our investigation and proposed resolution will be sent to you.

Stage 3: Final Review & Response
  • Timeline: Within 15 working days of receiving a request for a further review.
  • Action: If you remain dissatisfied with our Stage 2 response, you can request a final review. This will be handled by a director or separate senior manager who has not been previously involved in the case. They will review the dispute and issue a Final Response Letter outlining our definitive position.

Stage 4: Independent Redress (Property Redress Scheme)
If you remain unhappy with our Final Viewpoint Letter, or if 8 weeks have passed since you first raised the complaint and it remains unresolved, you have the right to refer your complaint to our independent redress scheme free of charge:
  • Scheme Name: Property Redress Scheme
  • Our Membership Number: PRS059164
  • Contact Methods: You can raise a complaint online via the PRS portal, email them at info@propertyredress.co.uk, or call 0333 321 9418.
  • Time Limit: You must refer your complaint to the Property Redress Scheme within 12 months of receiving our Final Response Letter.