S.O.S for ARMA as complaints anticipated

ARMA, the trade body for managing agents, has decided to outsource its complaints handling procedure. The change was heralded at the recent ARMA conference and it is now a condition of ARMA membership to join an Ombudsman scheme. Although ARMA members can join any Ombudsman scheme, they have been “recommended” to join the Surveyors Ombudsman Service (SOS) even though less than 50% of ARMA members are Chartered Surveyors. SOS anticipates complaints about communal services, maintenance, service charges and payment of bills. There will be no cost for complainants and potential sanctions against ARMA members include a fine of up to £25,000, which is binding and enforceable in Court. Lewis Shand Smith, Chief Ombudsman of SOS, said: “We are delighted that ARMA has decided that its members should join the Surveyors Ombudsman Service”.