Complaints
Whether you’re a tenant, a landlord or anyone else we’ve dealt with, our complaints procedure is free, has clear timescales, and ends with an independent ombudsman if we can’t agree.
How it works
Stage 01
Same or next working day
Most problems are fixed fastest by the person who already knows your tenancy or property. Call, email or message your named agent or property manager and tell them what’s wrong and what you’d like to happen.
Stage 02
Acknowledged in 5 working days · response in 15
If that doesn’t resolve it, email complaints@accommodation.co.uk. A senior manager who wasn’t involved will investigate, review the records and correspondence, and send you a written response setting out what we found and what we’ll do.
Stage 03
Final viewpoint within 8 weeks of your complaint
Still not happy? Reply within 15 working days asking for a review. A director will look at the whole case afresh and send our final viewpoint letter. That closes our internal procedure.
If an investigation needs longer — for example because we’re waiting on a contractor or third party — we’ll tell you why and give you a new date. We won’t go quiet on you.
Making a complaint
The more we have up front, the quicker we can investigate. Don’t worry if you can’t provide everything — tell us what you can.
Independent redress
We’re members of the Property Redress Scheme, an independent service that resolves disputes between letting agents and consumers. It’s free for you to use. You can refer your complaint once you’ve had our final viewpoint letter, or if 8 weeks have passed since you complained and it hasn’t been resolved. The scheme normally expects you to refer it within 12 months of our final response.
Deposit disputes at the end of a tenancy go to the deposit protection scheme holding the deposit — details are on your deposit certificate.
Our commitments
Your complaint is investigated by a manager who wasn’t involved in the original issue.
Every formal response explains what we found, whether we got it wrong, and what we’ll do about it.
Complaining will never affect how we treat you or your tenancy.
Complaints are reviewed by our leadership team every month so the same problem doesn’t happen twice.
Questions
No — report repairs through the landlord app or our repair form so they reach a contractor straight away. If a repair isn’t dealt with properly or on time, that’s when to raise a complaint.
No. Our procedure is free, and so is the Property Redress Scheme.
If we manage the property, tell us and we’ll raise it with the landlord and keep you updated. If the issue is the landlord’s legal responsibility, your local council’s private housing team can also help.
Tell us in your complaint. Where we’ve made a mistake that has cost you money, we’ll set out what we can do about it — and our client money is protected by Propertymark’s Client Money Protection scheme.
Raise it as soon as you can, ideally within 6 months of the problem, while records are fresh. We’ll still look at older issues where we reasonably can.
