Complaints procedure

Step 1 - Contact us directly

In the first instance please contact The Complaints Manager in writing:

We will acknowledge your complaint within 3 working days and aim to provide a full written response within 15 working days.

Step 2 - Internal review

If you are not satisfied with our initial response you may request an internal review. This will be carried out by a senior member of staff not previously involved in your complaint. We will respond within 15 working days of receiving your request for a review.

Step 3 - Property Redress Scheme

If you remain dissatisfied after completing our internal complaints process, or 8 weeks have passed since you first complained, you may refer your complaint to Property Redress (the Property Redress Scheme), free of charge. You must do this within 12 months of your last contact with us about the issue.

What we need from you

To help us investigate your complaint as quickly as possible please include:

• Your full name and contact details
• The address of the property concerned
• A clear description of your complaint
• What outcome you are looking for
• Copies of any relevant documents or correspondence