Complaints Procedure

Our commitment

We aim to resolve all issues quickly and fairly. Please follow the steps below so we can investigate and respond.

How to complain

1. Tell us the issue — give property address, dates, and what you’d like us to do.
2. We acknowledge within 3 working days.
3. Investigation & response — a written outcome within 10 working days (complex cases may take longer; we’ll update you).
4. Appeal — if you’re unhappy, reply stating why; a senior review will respond within 10 working days.

If we’re a member of a redress scheme (e.g., PRS/TPO), we will provide the scheme details and how to escalate if you remain dissatisfied after our final response or after 8 weeks.

Submit online

Your name Email Phone Property address (if relevant) Details of your complaint Send complaint