WHO WILL HOLD YOUR INFORMATION?
Your information will be held by the owner of this website, Chase Evans Residential Limited (Chase Evans, we or our). Chase Evans Residential Limited is a limited liability company registered in England and Wales (No. 3664031).
WHAT INFORMATION DO WE COLLECT?
Information that you provide when you register or fill out forms on our website.
Personal contact details such as name, address, telephone numbers and email addresses.
Details about the services and products in which you have expressed an interest.
Website usage information is collected using cookies.
We may also receive and keep information that we receive from you via the telephone, in person, or via any other communication you may have with Chase Evans.
HOW WE USE THE INFORMATION WE COLLECT
The information we collect from you may be used to:
Provide you with the services or products requested.
Administer and maintain our records.
Identify you every time you visit our website and customise our services to you.
Provide you with information (with your consent) that we believe may be of interest or benefit to you (by post, telephone or email). If you would rather not receive this information, please send an email to firstname.lastname@example.org or write to us at the address below.
Verify your identity and conduct any appropriate anti-money laundering, anti-fraud or credit checks.
Carry out research, statistical analysis and internal client monitoring.
We will not trade or sell your information without your consent. We may share personal data with our service providers to enable us to deliver services to you or to provide you with information in accordance with this policy.
KEEPING INFORMATION UP TO DATE AND SECURE
If any of the information that you have provided to Chase Evans changes, please let us know by sending an email to email@example.com or by writing to us at the address below.
We have in place a level of security appropriate to the nature of the data and the harm that might result from a breach of security. However, all publicly accessible websites are susceptible to malicious practices and we accept no liability if security is breached.
This website uses ‘cookies’ further information can be found at the end of this page.
You have certain rights under the Data protection Act in relation to the information that we hold about you. These rights include the rights set out below.
You are entitled to have access to your personal data. You may request details of the information we hold on you and the purposes for which it is held by writing to Chase Evans at the address given below. We will provide this information within 40 days of your request, subject to any routine processing continuing between the time of request and the time of response. You may be charged a reasonable fee (as permitted by the Data Protection Act 1998) for this information.
You are entitled, by writing to Chase Evans, to require that we stop using information about you for the purposes of direct marketing i.e. the communication to you (by whatever means) of any advertising or marketing material.
You are entitled to require us to ensure that no decision taken by or on behalf of us and which significantly affects you is based solely on the automated processing of your information, for the purpose of evaluating such matters as, for example, your creditworthiness, reliability or conduct.
You are entitled to require a correction of errors in the personal information held about you. If we disagree that the information is inaccurate you are entitled to apply to ask the court for an order that such erroneous information be rectified, blocked, destroyed, or erased.
Please contact us by email at firstname.lastname@example.org or by post at
The Data Controller
Chase Evans Residential Ltd.
10 & 12 Walworth Road
Cookies are small pieces of data which are sent by a website to your web browser or hard drive and subsequently sent back to the website enabling the website to identify you and to tailor the content and presentation of the website to your preferences. Cookies may be ‘session’ or ‘persistent’; ‘session’ cookies will expire at the end of your browser session, ‘persistent’ cookies will remain on your browser until deleted by you or until a set expiry date.
COOKIES WE USE
Cookie name: SESSIONID
Expiry: Browser session only
Purpose: This is used to assign a unique code to each user of our website so that if necessary we can recognise each of our users and know when you are actively using the website. It enables us to temporarily store information so that it can be accessed by other pages of our website if necessary to help our website function correctly.
Chase Evans Residential Ltd is committed to providing efficient and effective services to our clients and a duty of care to our tenants. Our aim is to provide services of high quality on a basis that is fair to all. However, in any organisation, occasionally things can go wrong. When this happens we need to know if you are not happy with the service you have received in order to try to put things right and ensure that this doesn’t happen in the future. We take all complaints seriously and see all complaints as an opportunity to improve our services.
WHAT IS A COMPLAINT?
A complaint is an expression of dissatisfaction, however made, about standards of service, actions, or lack of action by the Agent or its employees affecting a customer or a group of customers. If you think the Agent has:
• done something badly or in the wrong way
• done something we should not have done
• failed to do something we should have done
• treated you unfairly or discourteously
• discriminated against you
• acted in a way that is contrary to our policies or procedures then you are entitled to let us know in the form of a complaint using this leaflet as a guide.
WHAT IS NOT A COMPLAINT?
Most of the contacts we have with you are enquiries or comments. This Complaints procedure does not therefore cover:
• Requests for services
• Requests for information
• appeals against Agents decisions which have been made in line with the Agents policies and processes
• investigating matters of employee discipline
• Complaints to the Agents insurers e.g. where the complainant seeks payment of compensation for personal injury or loss of or damage to a property.
HOW CAN I MAKE A COMPLAINT?
You can make your informal complaint in the following ways:
• By calling our Property Management team on 020 3869 2191
• In writing to Chase Evans – Head Office, Strata, 10 & 12 Walworth Road, London, SE1 6EE
• By e-mail to email@example.com
• Via the Chase Evans Residential website www.chasevans.co.uk
Initially within the first instance complaints should be made to the member of staff involved or his / her Branch Department Manager.
To make sure your complaint is dealt with promptly, please try to include as many details as possible including dates, times, the nature of the complaint, any parties involved and whether you feel the complaint is a result of direct discrimination. A friend or relative can act on your behalf if you wish.
When making the complaint, please ensure you keep details of who you made the complaint to, again including dates and times if possible.
Initially complaints should be made to the member of staff involved or his / her Branch Department Manager. If your concerns are not resolved at this stage you should write to:
Customer Services Manager at;
Chase Evans – Head Office
10 & 12 Walworth Road
Your complaint will be acknowledged within 3 working days of receipt and an investigation undertaken. A formal written outcome of the investigation will be sent to you within 15 working days. If you remain dissatisfied, you should write to:
The Directors at;
Chase Evans – Head Office
10 & 12 Walworth Road
Once again your complaint will be acknowledged within 3 working days of receipt and the formal written outcome of the investigation will be sent to you within 15 working days. Please include all the information from your original complaint including any reference numbers, dates and names. The Director will carry out a further investigation and will give a written outcome containing Chase Evans’ final view on the matter and will also confirm that you are entitled, if dissatisfied, to refer the matter to The Property Ombudsman (TPO) within six months for a review.
THE PROPERTY OMBUDSMAN
If you are still dissatisfied with the outcome from the Director you may contact the Property Ombudsman and request for an independent investigation to be carried out. The Ombudsman is independent to the Agent and the service is Free of Charge.
Please bear in mind that the TPO will only review complaints that have completed the Chase Evans’ complaints procedure and will only review complaints made by consumers. For unresolved business to business complaints there are provisions for matters to be referred to mediation or arbitration as appropriate.
The address for the Property Ombudsman is:
The Property Ombudsman Limited, Registered in England No: 3339975. Registered Office – Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
• Telephone: 01722 333306
• Fax: 01722 332296
• Email: firstname.lastname@example.org
We are committed to providing a quality customer service and duty of care. Your complaint will be investigated and dealt with as quickly as possible. We aim to respond to all informal complaints within 3 working days and all formal complaints within 15 working days. The Agent reserves the right to extend the response time-scale when considered appropriate by the Director or Agent’s Solicitor. The Agent also retains discretion to vary the complaints procedure when considered appropriate. We will treat all the information you give us in confidence. We will keep you informed and do everything we can to help you and will explain our decision to you. Your rights to the Agent services will not be affected in any way if a complaint is made.
Our e-mails and/or any files transmitted with them are confidential and intended solely for the use of the individual(s) or entities that they are addressed to. If you have received an email in error please notify your systems manager. Our messages contain confidential information and are intended only for the individual(s) named. If you are not the named addressee you should not disseminate, distribute or copy the e-mail. Please notify the sender immediately by e-mail if you have received our e-mails in error and please delete our e-mails from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents is strictly prohibited.