Complaints Procedure

We are committed to providing a high-quality service to all our clients & customers. Our aim is to achieve the highest level of customer satisfaction possible.  In the unlikely event that you are dissatisfied with any aspect of our service please let us know and we will endeavour to resolve the issue as quickly as possible.

Let us know if you are unhappy about:

  • A decision we have made
  • Any aspect of our work
  • A member of our staff providing incorrect information or treated you unprofessionally.

Dealing with your complaint immediately

Our aim is to resolve complaints on the spot, in the first instance all complaints should be made directly to the Branch Manager whom will make best efforts to resolve the matter fully for you.

Formal complaints

In the event you are not happy with the Branch Manager’s response and you wish to for the matter to be escalated to a Director please send your complaint to us, in writing, as soon as possible.

If your complaint relates to our Block Management service please address it to Samantha Hensher –

If your complaint relates to our Lettings service please address it to Emma Hawkins –

If your complaint relates to our Sales service please address it to Kerry Newstead –


Notwithstanding that we may be able to resolve your complaint very quickly, we will always provide a written acknowledgement of your complaint, within 3 working days of receipt.


We will deal with your complaint confidentially and quickly.  In all cases your complaint will not be considered or investigated by anyone directly involved.  We will attempt to provide a formal response within 15 working days.  If this is not possible for any reason we will advise of the reasons and agree a deadline with you for our response.


Our response will be in writing for you to consider.  Should there be good reasons for you not accepting our response please let us know the reasons and the matter will be looked at again.  We will then provide you with a final response within 15 working days.


Should you remain unsatisfied with our final response, or more than 8 weeks has elapsed since the complaint was first made, you can request that The Property Ombudsman provide an independent review of the complaint without charge.

There are restrictions on the type of complaint the Ombudsman can consider and the time in which you can refer your complaint.  These are all outlined within TPO leaflets available at any of our branches, or from

The Property Ombudsman
Milford House
43-55 Milford Street
01722 333 306

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.