Complaints Procedure

We're committed to a professional service for every client and resident. If that ever falls short, please put your complaint in writing with as much detail as possible, and we'll respond within the timeframes below. We'll also make reasonable adjustments for anyone who might otherwise be disadvantaged in raising a complaint.

What happens next

• Written acknowledgement within three working days of receiving your complaint
• A full investigation, usually led by the office manager, with a written outcome within 15 working days
• If you're not satisfied, a senior-level review, with a final written response within a further 15 working days
• If you remain unsatisfied — or more than eight weeks have passed since your first complaint — you can request a free, independent review from The Property Ombudsman

Complaints must go through this in-house procedure first, and any request to The Property Ombudsman must be submitted within 12 months of our final response.