We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint regarding Lettings, Sales, Property Management, or Maintenance, please put it in writing, including as much detail as possible, and send it to [email protected].

We will then respond in line with the timeframes set out below.

What will happen next?

• We will confirm written receipt of your complaint within three working days of receiving it.
• We will then investigate your complaint. This will normally be dealt with by Reagan Bradley who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of acknowledgment.
• If, at this stage, you are still not satisfied, you should contact us again at [email protected] and we will arrange for a separate review to take place.
• We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.