Complaints Procedure

We’d really like to hear from you if we do something well, but we realise that we don’t always get  things right and on occasion problems arise that you need to bring to our attention. Our aim is to  listen and to resolve any issues quickly and informally to an agreeable solution.  

In the event that you wish to register a formal complaint this process details how you can do so. 

Stage 1  

Written Complaint: 

If you wish to register a complaint by letter or email please contact by titling your email or letter as  “Formal Complaint” addressed to: Horizon Block Management Limited, Aizlewood’s Mill, Nursery  Street, Sheffield, S3 8GG  


Telephone: 0300 030 1035  

Telephone Complaint: 

If you want to make a formal complaint by telephone our Complaints Handler will complete a  complaint form on your behalf. This will be sent to you within two working days so that you can  check that it is a fair summary of your complaint. Please contact us immediately on receipt if you feel  that this is not the case.  


You will be appointed a Complaints Handler who will ensure that your complaint is acknowledged  who will investigate and respond in full. 

• We will acknowledge the complaint in writing within three working days of receipt and  advise you who will provide the detailed response.  

• We will provide a full written response within 10 working days of the complaint being made.  Should we require more time in order to fully investigate and respond we will advise you of  am anticipated response date accordingly. 

As far as possible we aim to resolve your complaint at this stage. In the event that you feel  that you need to take the matter further you can escalate your complaint to Stage 2 of our  procedure as follows. 

T: 0300 030 1035




Registered in England and Wales Registered No: 11006638 Registered office: Aizlewood’s Mill, Nursery Street, Sheffield, S3 8GG 

Stage 2  

Horizon provides a range of services to clients and customers and so it is important that your  complaint is escalated to the most appropriate Senior Manager. You should send your complaint  with all supporting information and details about why you remain dissatisfied with our service to one  of the following.  

If you wish to escalate a complaint by letter or email please contact by titling your email or letter as  “Formal Complaint – Stage 2” addressed to: Horizon Block Management Limited, Aizlewood’s Mill,  Nursery Street, Sheffield, S3 8GG  


Telephone: 0300 030 1035  

• We will acknowledge your complaint in writing within 3 working days of receipt and it will be  investigated with the aim of bringing the matter quickly to a conclusion.  

• We will provide a full written response within 15 working days of the complaint being  escalated. Should we require more time in order to fully investigate and respond we will  advise you of am anticipated response date accordingly. 

Ombudsman Service  

If you are still not satisfied after the Stage 2 response of the in-house complaint procedure (or more  than 8 weeks has elapsed since the complaint was first made) you can request an independent  review from Property Redress Scheme without charge.  

Contact Details:  


Data Protection  

If your complaint is in relation to data protection, then you can still contact our complaints handler.  Your complaint will be immediately referred to our Data Protection Administrator who will lead the  investigation and keep you updated on the process and timescales.  


Phone; 0333 321 9418 

1st Floor, Premiere House, Elstree Way, Borehamwood WD6 1JH  

Definition of a complaint  

Complaints can be made by any of our customers including for example; leaseholders, tenants,  Landlords, Freeholders or Directors of Management Companies, about any aspect of our service,  management.  

You can make a complaint in writing, verbally or on a complaint form. You are welcome to call to  discuss the matter at any point in the process.

We’ve had a great experience with the Horizon team, our questions have been answered straight away and work has been completed to a high standard. I would definitely recommend to anyone looking for a new building management team as we were.
Bolton Hackett
Katie & Chris are pros. They’ve sorted all our problems immediately. They are very nice people to deal with. Highly recommend.
Rosie Moss
A really great company. Our previous Block Managers were providing a poor service and were expensive. Within a short period Horizon Management have turned the Block around at a considerably cheaper price. Highly recommended!
Marc Willton
I rarely write reviews but felt compelled to write this.
The team at Horizon management is just fantastic, 100% on top of everything, hard-working and always there when I need them or have a question.
Cannot recommended them highly enough..????
Ben Holmes
Great communicators, timely, efficient and great to work with. I would 100% recommend working with this company.
Adam Smith
The whole team has always been extremely helpful and responsive when dealing with any issues we have come across in any blocks they manage. A massive thank you to the continued hard work from Lisa and the whole team!
Leef Properties
Excellent company, very conscientious and on the ball. The team are great and cannot do enough for you. Always contactable and helpful in every way. Highly recommended!
Lisa Calvert
Great guys to work with everything was smooth highly recommend
Martin Attride
Excellent Service, the team is friendly & reliable. Pleasure to work with.
Kris Maple
My experience with Horizon Management has been great, pity they are no longer managing another apartment I own.
Jie Shen
Very professional, friendly and hard working team. I would highly recommend their services.
Very recommended. Horizon team is very helpful. Working with them is a pleasure. ????????
Piotr Uczkuronis
I have really enjoyed working with Horizon Management. Their work ethic and blocks are first class.
Peter Cox
A truly exceptional and professional service.
Attention to detail and level of competency are unsurpassed. Really recommend ????
Piotr Uczkuronis
Great company to work with, we’d highly recommend working with them! The team including Chris and Katie have been an absolute pleasure to deal with!
AJ Richmond
I have been dealing with Horizon for over 2 years now in a maintenance capacity. Throughout the years their responsiveness to their customers has been top notch.

This shows most when we (my maintenance business) are late or cannot make it to an appointment at one of their sites. The team are straight on the case, they always have a backup option.

It shows clearly that their customers investment is their top priority.

I can not recommend this friendly bunch highly enough! Well done.
Michael Bishop
Excellent company and team, couldnt recommend them enough.
Chris Whitlock
Fantastic company with huge importance on customer service.
Every question gets answered and they are thoroughly professional.
Neil Smith
Horizon only took over my block a few months before I sold up so I only have limited experience but it was all positive. Very helpful, professional people.
Jimmy L
An absolute dream to work with.
They make everything simple, easy and straight forward.
Very easy to talk to and nothing is to much trouble.
5 stars isn’t enough!
Thanks Chris and the team!!
Neil Smith
Couldn’t fault them - since they’ve stepped in the service is so much better ????????
Steph Hitchman
Brilliant company to work with, really responsive and can’t do enough to help!
Ellen Cantrill
Great company, whole team has always been helpful and responsive when dealing with any issues we have come across .A massive thank you! Absolutely satisfied and highly recommended .
We've used several management companies over the years to look after our apartment block , Horizon were recommended to us and we would not hesitate to recommend them to others
First class service from the whole team
I'm extremely impressed with Horizon Management. Their team is professional, attentive, and efficient. They've significantly improved the maintenance of our property and are always responsive to our needs. Their dedication to customer satisfaction is outstanding. Highly recommend for reliable and exceptional block management services.
Excellent service from the team at Horizon! A pleasure to work with.
Kris Maple
Always reassuring to deal with a company who answer the phone and are helpful and friendly. Horizon look after my apartment building and have helped turn it around since the previous agents seemed to have given up!
Really good company to deal with, very professional. It is so rare to find someone good in this industry. Highly recommended.
James Fawcett
Great company to work with, we’d highly recommend working with them! The team including Chris and Katie have been an absolute pleasure to deal with!
Ashley Richmond
As always, the service from Horizon Management is clear, helpful, friendly and efficient. Katie and the team patiently explained everything to us and I have complete confidence that our legal matters will be completed to our total satisfaction.
Rob Zak
A first class team!!! Always very helpful
Catherine Pickard
They’ve done a good job so far and easy to get hold of.
Mike Thomas
Horizon Management have been fantastic. Our previous management company were very unprofessional, not doing their job and hiking up their fees considerably every year.
Horizon Management have come in taken control from day one, are now charging a fair service charge, carrying out all the required duties and have been very transparent throughout. I would highly recommend!
To put some context in my review: Horizon manage a building where I own a flat and after years of mismanagement by the previous block managers, Centrick, Horizon took over the building with outstanding results. I find their approach to be extremely transparent, working hard to improve the building while not putting up costs unnecessarily. To me they are a breath of fresh air in an industry where its all to easy to exploit flat owners with lazy management.

I have absolutely no hesitation in recommending Horizon to anyone who wants a managing agent that actually works hard for leaseholders, freeholders and tenants.
Richard Ball


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Property Redress Scheme - Horizon Managment
Redefining Leasehold Living

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