Home from Home Lettings Complaints Procedure
When dealing with property, we know that from time to time, things don't always go as smoothly as we'd hope. Home from Home Lettings will always do our absolute best to correct any mistakes, as we whole-heartedly believe in treating all our customers fairly. Our aim is to resolve the matter as soon as we can by:
Understanding what went wrong and why.
Looking for ways to fix any mistakes made.
Explaining the issue, what we have done, and what will happen next.
What do you need to do?
To work with you in resolving any mistakes made, we need to know what's gone wrong. To resolve your issue quickly, please contact Lucy Rosser, Director, as she will have detailed knowledge of you and your property. She will work with you to try to put things right.
Stage One - Formal Complaint
To put your mind at ease, Lucy will touch base with you within three working days so you know we are looking into it for you. After this, she will provide a full response in writing within 15 working days.
Stage Two - Pass your complaint to Independent Redress
If we’re unable to resolve your complaint or more than 8 weeks have passed since you first made your complaint, you can refer the case to our property redress scheme. This is a free, independent service, and they will undertake a full case review of the actions Home from Home Lettings has taken to try to resolve the case.
Property Redress Scheme
1st Floor, Premiere House, Elstree Way, Borehamwood WD6 1JH
Home from Home Lettings Membership Number: PRS039171
Please note that any referral to PRS must be made within 12 months of receiving our full and final response.