Complaints Policy

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Our aim is to provide a service that our clients, and the tenants that we accommodate on behalf of our clients, expect and endeavour to ensure that they are satisfied at all times. 

However, if you are dissatisfied with the service that you have received and you wish to complain, we ask that you first telephone the person that is your main contact within the company and explain what you are dissatisfied with and why.

If after speaking with your main contact, we have been unable to resolve your complaint, you may raise a formal written complaint which will be escalated to one of the Managers or Directors of the company. In such cases, please fill out our Complaints Form. 

Please include the following information and evidence where applicable: 

• An outline of your complaint explaining why you feel you have not received the service that you expected 
• What you would like us to do to resolve the issue 
• The names of all people involved, dates and times of any specific incidences and any supporting documents 

On receipt of your formal written complaint, we will investigate and respond to you accordingly within the following time scales:

• We will send you written acknowledgement within 5 working days of receipt
• We will send you a full response within 15 working days of our written acknowledgement
• If we are unable respond to you within 15 working days, we will provide you with reasons why we could not meet this time frame and provide you with an estimate of when a full response will be received 

After our final written response, we may deem the matter to be closed. If we deem the matter closed, we then reserve the right not to enter into any further correspondence.

If you remain unhappy with the response received from us, or if you have not received a response from us within 8 weeks of your formal written complaint, you can contact the The Property Redress Scheme (PRS), of whom we are a member of, to ask them to investigate your complaint. 

The PRS is free to use for the complainant and further information and guidance on how to make and resolve complaints is available on their website here: https://www.portal.propertyredress.co.uk/Complain

Our PRS membership number is PRS027320.