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We always try our very best to deliver services to the satisfaction of customers but occasionally things can go wrong. We often don’t know there is a problem unless you tell us. In most cases, issues can be resolved quickly if you talk to staff about your concerns. They will be happy to try and put things right.  

However, if you feel that things have not been dealt with properly or we have not provided you with the service you expect then you can make a formal complaint.  

If you have a complaint, please put it in writing to including as much detail as possible.


We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).  

  • We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.        

  • We will then investigate your complaint. This will normally be dealt with by the Property Manager for your development who will review your file. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.              

  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.            

  • 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 after the last stage of the in-house complaint procedure (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.


The Property Ombudsman Ltd Milford House

43-55 Milford Street Salisbury

Wiltshire SP1 2BP  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 complaint’s procedure, before being submitted for an independent review.  

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