Complaints Procedure

Step 1: Raise your complaint with us

Please contact us with as much detail as possible, including:

• Your name and contact details
• The property address (if relevant)
• A clear description of the issue
• Any dates, reference numbers, and supporting documents

If you are unsure who to contact, please use our general contact details and we will direct your complaint to the right person.

Step 2: Our acknowledgement and investigation

We will acknowledge your complaint within 3 working days of receipt and will investigate the matter.

We aim to provide a full written response within 15 working days. If the matter is complex and we need more time, we will let you know and provide an updated timeframe.

Step 3: If you are not satisfied

If you remain unhappy with our response, you can ask for your complaint to be escalated for further review. Please do this in writing and explain why you believe the complaint has not been resolved.

Step 4: Independent redress

If we are unable to resolve your complaint, you may be able to refer the matter to an independent redress scheme.

We are members of The Property Redress Scheme (PRS). You may contact PRS once you have completed our internal complaints process, or if we have issued our final viewpoint letter.

Please note that PRS may require your complaint to be referred within a set time period and may ask for copies of correspondence and evidence.

Urgent issues and emergencies

If your complaint relates to an emergency (for example, a serious water leak or loss of essential services), please contact us by phone as soon as possible so we can arrange urgent assistance.

Data protection

We will handle your personal data in accordance with applicable data protection laws. Please see our Privacy Policy for more information.