Information for our Customers
We are a member of The Property Ombudsman Service (TPOS) and aim to provide the highest standard of service to all our customers. In order to ensure that your interests are safeguarded, we have put into place a set process by which any raised complaints are handled; this allows us to handle any issues or concerns effectively and wherever possible, as soon as they are raised.
You may find below our guidance for making a complaint in relation to:
- Residential Lettings & Property Management
Residential Lettings & Property Management – making a complaint
Please note that we may not be able to assist with complaints relating to maintenance if you are a customer of our Let Only services.
Lettings Business Owner and Property Management Complaints Process
Stage One – Lettings Business Owner or Property Manager
We understand that sometimes things don’t go exactly to plan and occasionally go wrong. If this occurs, we encourage you to try and resolve the situation with the member of our team you have been dealing with.
As we only have one branch, which is our head office, everything is dealt with via our business owner which means we hope to resolve any issues without having to go to the next stage.
You should write an email or letter of complaint and send to firstname.lastname@example.org . We will respond to your enquiry within 14 working days. If after our response you feel you have not had your issue dealt with, please note the next stage would be to contact the property ombudsman.
Stage Two – The Property Ombudsman
After you have received our response, if you are not satisfied with the proposed resolution, you may approach The Property Ombudsman Service (TPOS). Details of how to do this are contained within our response letter alongside a link to The Property Ombudsman Service (TPOS) consumer guide at www.tpos.co.uk
Please note that if you do wish to contact The Property Ombudsman Service (TPOS), you must do so within 12 months of the date of our response letter. It is also important to note that The Property Ombudsman Service (TPOS) will not consider your complaint until our internal complaints procedure has been exhausted.