In-House Complaint Procedure

We are committed to providing a professional service to all our investor and resident  customers.  When something goes wrong, we need you to tell us about it.  This will help us to improve our services and standards.

We will, where appropriate, make reasonable adjustments for customers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, or who do not speak English as a first language.

If you have a complaint, please put it in writing, including as much detail as possible.  We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next, after we receive your complaint in writing?

We will send you written acknowledgment of the receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.

We will then investigate your complaint. This will normally be dealt with by the Head of Lettings, who will review your case and speak to the member(s) of staff who dealt with you.  A written outcome of our investigation will typically be sent to you within 15 working days of receipt of the original complaint.

If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a more senior member of staff.

We will contact you again within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman, without charge. Their contact details are shown below, and our membership number is T10806.

The Property Ombudsman
Milford House, 43-55 Milford Street
Salisbury, Wiltshire, SP1 2BP
01722 333 306
www.tpos.co.uk
Make a Complaint – The Property Ombudsman (tpos.co.uk)

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaint procedure, before being submitted for an independent review.