Complaints policy

We pride ourselves on being built on transparency, honesty and integrity. If something hasn't gone to plan we genuinely want to hear about it, and we appreciate the chance to put things right quickly and personally.

Most issues are resolved fastest through a conversation, so we ask that you start with the people who know your account best. You can make a formal written complaint at any time. The earlier steps are there to get you a quicker, more personal resolution, not to delay one.

Already know what you want to say?

Navigating AI

We want to give you the best service we can, and in this new age of AI we have one simple ask. Our team are trained in lettings, not in unpicking long AI-written essays. The clearer and shorter your message, the sooner we can get to the heart of it and put things right. Please keep things to the point, and use bullet points where you can.

Step 1

Speak to your Tenancy Manager

Response within 3 working days

If you are unhappy with any aspect of our service, please raise it first with your Tenancy Manager. They are best placed to discuss the issue with you directly and work towards a quick resolution.

Every tenancy has a dedicated Tenancy Manager, there to support both the landlord and the tenant. They can help you directly with advertising, referencing, applications, deposits, the tenancy agreement, renewals and ending a tenancy, and they have a direct route to our accounts team for financial queries. These are real people, trained to a high standard in the industry and working across a number of cases each day, and they are there to support you.

Step 2

Ask for a manager review

Response within 5 working days

If you feel your concern hasn't been resolved after speaking with your Tenancy Manager, please ask for the matter to be escalated to their manager. They will review the steps taken so far and work with you to find a resolution.

Formal stage 1

Formal complaint

Acknowledged in 3 working days, full response in 15

If you remain dissatisfied after the steps above, or if you would prefer to make a formal complaint straight away, please use the form on this page. Please include your name, contact details and property address, a clear description of the issue, a summary of the steps you have already taken, and the outcome you are hoping for.

We will acknowledge your formal complaint in writing within 3 working days and send you a full written response within 15 working days. If we need more time to investigate properly, we will let you know and give you a revised timescale.

Formal stage 2

Director review

Response within 15 working days

If you are not satisfied with our formal stage 1 written response, you may ask for your complaint to be escalated to a director for an independent review. Please use the form on this page and clearly note that this is a formal stage 2 escalation, within 10 working days of receiving our stage 1 response.

Formal stage 3

Independent redress

Refer within 12 months of our final response

If you remain dissatisfied after our internal process, you have the right to refer your complaint to The Property Ombudsman. You may also refer your complaint if more than 8 weeks have passed since you first made your formal complaint and it has not been resolved.

The Property Ombudsman

For properties in England and Scotland, we are members of The Property Ombudsman.

The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP. Website tpos.co.uk, email [email protected], phone 01722 333306. You must normally refer your complaint to The Property Ombudsman within 12 months of our final written response.

Rent Smart Wales

For properties in Wales, we are registered with Rent Smart Wales (Agent Registration: SR529485).

Website: rentsmart.gov.wales
Email: [email protected]
Phone: 03000 133 133

How we look after your complaint

Confidentiality. Your complaint is shared only with those who need to know to resolve it.
Fair treatment. Complaining will never affect the service you receive from us.
Learning. We review every complaint to spot patterns and improve our service.
Record keeping. We keep records of all formal complaints for at least 3 years.

Not sure whether to raise a concern or make a formal complaint? Contact Helen Davis, our Operations Manager, or use the form on this page. We're here to support you, and your feedback helps us improve.

If you're unable to use the online form, you can write to us at PropMedia Ltd, 7 Ardent Court, William James Way, Henley in Arden, Warwickshire, B95 5GF.

Raise a concern

If something hasn't gone the way it should, we want to know. Tell us what's happened and we'll get on with putting it right.

‌
‌
‌