Complaints Procedures (Lettings)

Househandlers are committed to providing services and products of the very highest standards.

If you feel that we have not lived up to your expectations in any way, we would like to hear from you so that we can investigate matters which will also help us to improve our service.

You are invited to make a formal complaint in a written summary by e-mail to gillian@househandlers.co.uk or by letter to Gillian Boden, Househandlers, Suite 17 Claremont Business Centre, 6 Claremont Road, Surbiton KT6 4QU, Surrey. Your complaint will be acknowledged within 3 working days of being received. We will make contact with you to discuss the matter further prior to launching a full investigation. Upon completion of that investigation, you will be advised of the outcome in writing and within 14 working days of receipt of the written complaint.

Should the matter still not be resolved to your satisfaction you can then refer it to either TPO or ARLA as below. The steps outlined above must be completed in full before proceeding through this route. Please note that any referral must be undertaken within 12 months of receipt of your written complaint.

The Property Ombudsman – Lettings

Milford House

43-55 Milford Street

Salisbury

Wiltshire

SP1 2BP

The Association of Residential Letting Agents

Arbon House

6 Tournament Court

Edgehill Drive

Warwick

CV34 6LG

Please note that any referral to The Property Ombudsman must be undertaken within 12 months of the complaint first being reported.