Home Help Complaints procedure Tenancy

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Tenancy Complaints Procedure

Let us know if your experience with our Property Management or Letting Support Teams was unsatisfactory

We're sorry to hear that something has gone wrong.

Let's talk, we want to discuss your complaint and have the opportunity to put things right.

Let us know.

To start with please contact your Property Manager or Lettings Support Consultant, who will be able to resolve things in most cases. If necessary they will involve their Divisional Manager.

We'll need enough time to investigate thoroughly, but we'll work as fast as we can. We aim to resolve the matter within 15 working days.

Not satisfied?

If our response doesn't work for you, let us know and we'll escalate it to our Customer Relations department to give it a second review. We'll tell you who's working on it and how long they'll need to investigate. Within 15 working days, you'll have our final response, including the outcome of your case.

Still unhappy?

At this stage it's probably time to get a third-party involved. The Property Ombudsman is the free, independent service looking after real estate customers. Bring your complaint to them within 12 months of our final response to get their help.

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