Tenant Complaints Procedure

IMPORTANT
We love what we do and we do it well, sometimes things don't work out like they should or things happen that are outside of our control or your landlords control. That doesn't mean the property is uninhabitable, or that you are owed some form of payment. We are very reasonable people and want to sort things out for you as soon as possible. It's called quiet enjoyment, the less you hear from us the better and when you need to hear from us we want to make it a painless and as quick as possible. 

So before things get too heated and emotions and ego get involved, let's have a good old chat. Pop us an email and we'll be happy to sort things out. 

If not, then here's the Complaints Procedure for the group. 

COMPLAINT PROCEDURE

Step 1 - REGISTERING A COMPLAINT 
Contact the person you are dealing with via either email, phone  or the form below and tell them that you would like to raise a complaint.  

They are empowered to try and sort all complaints out on the spot or if not on the spot they will provide an email confirmation of your conversation with the details of your conversation and complaint.  

They will then arrange an update a maximum of 3 days unless we have a definite next step that is agreed with you. This person will take the lead in solving your complaint.

Step 2 - ESCALATING THE COMPLAINT
If this initial receiver does not solve your complaint or the initial receiver feels they are not able to resolve your complaint then they will escalate it to their Line Manager. The Line Manager will review your complaint and any evidence that may have been provided and make a decision. 

If you do not agree to this decision, then the complaint will finally be escalated to Senior Management who will make a decision. This decision is final and should you not agree with this decision then your options are either Ombudsman or Legal Action.

(Please note that legal action can be expensive and time consuming and should you initiate legal action the Ombudsman will not hear your case. The Ombudsman route is much quicker and cheaper and it is suggested in all case where the company has been unable to satisfy your complaint. 

Step 3 - REFERRAL TO THE OMBUDSMAN
As a professional firm who are ARLA and NAEA we are members of one of the two schemes that the Governments. The contact details of the Ombudsman are:

Property Redress Scheme
Simply go here and follow the steps to raise a complaint.  https://www.theprs.co.uk/Consumer

A note about Online reviews.
We encourage all our landlords and tenants to leave review on our performance, however we will also follow up any statements that we feel are untrue, misleading, defamatory in nature.

Finally, as we said before, we love what we do, we want to do it well and we are very reasonable people so let's try and sort out any problems before they get to stage 2 or 3 or mean you have to go online.