Problems & Complaints

If your property is insured through OM Property Management under our Residential Insurance Policy and you have a query relating to a claim, or wish to make a claim, please call our dedicated Insurance Claims Line on 08458 725729.

Property owners can also access the policy document itself at their development homepage on OM Online.

If you have a query relating to insurance matters other than claims, please telephone Kingsborough Insurance Services on 01425 632341.

To view a copy or download our customer complaints procedure please click here.

Noise from TVs, stereos, party guests leaving the property etc. can be very frustrating, particularly late at night. Persistent noise nuisance is best dealt with by your local Environmental Health Department which has the necessary powers to deal with this and whose involvement usually provides a speedy resolution.

There are different tenures of ownership or use when considering parking allocations. You may own your bay, have a right to use an allocated bay or may have a shared use which exists on a first come, first served basis – this status will affect the actions to be taken in the event of a parking problem.
If you do encounter a problem we would recommend that you park your own vehicle safely avoiding further obstructions. If you are able, please leave a polite note on the offending vehicle as a first approach.
If the problem continues please contact Customer Services on 08453 370272 (lo-call) with the registration, make and model of the vehicle causing an obstruction and we will be able to advise you of the actions we can take to assist in resolving your parking problems. Please note that some developments are subject to Parking Enforcement measures which utilise an appointed company to enforce site specific parking regulations. Please refer to the on-site signage in these instances for information regarding the measures in place and for contact details of the enforcement company so that you can notify them of your parking difficulties.

Firstly, please check the electrical distribution board within your property to see if any of the trip switches are in the ‘off’ position and try turning them on again. If the problem persists, you may well have an electrical problem within your property. As the managing agent, we are not responsible for attending to private repairs within individual properties so you should appoint a qualified electrician to investigate the problem further.

Residents of apartments should also check the common electrical services within the building are in operation, (such as the lighting in the communal areas) and contact your neighbour. If these electrical supplies are not working either, there may be a major problem or power cut. In the event of a power cut, it is advisable to contact your local electricity supplier by telephone as they often provide a recorded message to advise customers of the nature of the problem and the time scale within which they expect to resume normal service. If you are still unsure of the best course of action, please contact OM Customer Services on 08453 370272 (lo-call).

As the managing agent, OM Property Management is responsible for the maintenance/repair of the common parts of building, grounds and shared services but not for repairs within an owner’s individual property. If an emergency occurs within the communal areas of the development, please contact Customer Services on 08453 370272 (lo-call) during normal office hours. Outside of office hours you will be referred to the ‘Out of Hours’ service, which will be able to assist and offer advice. Some emergency situations may require the appointment of contractors to attend the site; other situations may be covered by our insurers, in which case your call will be referred directly to the insurers.

We aim to do our best to provide a good service, in a polite, efficient and fair way but we understand that sometimes things can go wrong.

We take all complaints about our service very seriously and will endeavour to deal with your complaint promptly. To ensure that we have all the facts necessary to investigate your complaint, we ask that you follow a simple step-by-step procedure, which will enable us to expedite your complaint to a mutually satisfactory resolution.
Download a copy of our Customer Complaints Procedure:

‘OM Customer Complaints Procedure’

In the first instance, we suggest you should make contact with the flat above. Quite often, they are unaware of the fault and will rectify the problem straight away. Should you experience difficulty making contact with the flat in question, please contact our Customer Services team who will contact the owner of the property advising them that there is a leak. Regrettably, OM Property Management cannot carry out any repairs to pipe work falling within the responsibility of individual owners.

Should there be any damage caused to your property and you wish to make a claim on the block buildings insurance, please contact our Customer Services Team on 08453 370272 (lo call) who will provide you with the necessary information.

Initially, please contact our Customer Services team who will liaise with the Property Manager responsible for your building. Tel: 08453 370272 (Monday-Friday 9am-5pm)
Email: customercare@ompropertymanagement.co.uk

Although the Property Manager has overall responsibility for the management of your development, he or she is supported by the Luton support teams.

All communication received from customers is recorded on our property management system database, allowing any advisor to see copies of everything that we have sent by locating your address. This robust recording of information, allows us to ensure that responses are issued in a timely manner, even when individual staff members are on annual leave. It means that the Customer Service team can often resolve complaints straight away, without having to contact the Property Manager.