Public Grievance Process (External Stakeholders)
1. Purpose
At adpt Property Management, we are committed to operating with openness, accountability, and integrity. As part of our commitment to responsible business practices and our B Corp journey, we provide a clear and accessible process for external stakeholders to raise concerns, complaints, or grievances relating to our services, conduct, or impact.
This process ensures that all concerns are handled fairly, transparently, and in accordance with our obligations as a RICS-regulated firm and B Corp certified business, with access to independent redress via the RICS Dispute Resolution Service (DRS).
Furthermore, adpt Property Management under the Employment Rights Act 2025 will take all reasonable steps to prevent any form of sexual harassment from a third party delivering services on behalf of or operating within an environment managed by or on behalf of adpt Property Management. This includes but not exclusively a client representative, tenant/occupier, contractor, security/cleaning operative, supplier, visitor or member of the public.
2. Scope
This process applies to all external stakeholders, including clients, tenants, contractors, suppliers, communities, and the wider public. It covers concerns relating to service delivery, professional conduct, ESG impact, and regulatory compliance.
3. Our Principles
Accessibility, fairness, transparency, confidentiality, accountability, and independence underpin our approach to managing grievances.
4. How to Raise a Grievance
Email: hello@adpt.property
Post: adpt Property Management Limited, 3rd floor, 25 Watling Street, London, EC4M 9BR
Submissions should include details of the concern, relevant dates, and supporting information where possible. We will acknowledge all grievances within 5 working days.
5. Internal Review Process
Step 1 – Acknowledgement: Within 5 working days.
Step 2 – Investigation: Impartial review of all relevant information.
Step 3 – Response: Written response within 15 working days, including findings and actions.
6. Escalation and Independent Redress
If unresolved, stakeholders may refer the matter to the RICS Dispute Resolution Service (DRS) via http://www.rics.org for independent adjudication.
7. Confidentiality and Protection
All grievances are handled confidentially. Anonymous complaints are accepted. Retaliation against complainants is strictly prohibited.
8. Monitoring and Continuous Improvement
We log and review all grievances, identify root causes, and implement improvements aligned with our B Corp commitments.
9. Governance and Responsibility
Oversight sits with the Managing Director, Head of Property Management, and the RICS Responsible Principal.
10. Review and Publication
This document is publicly available and reviewed annually.
11. Statement of Commitment
We view grievances as opportunities to strengthen trust, improve services, and uphold the highest professional standards.