Tenant Complaints Policy

Tenant Complaints Policy

Whilst we always want to provide our tenants and landlords with an efficient and reliable service, there may be rare occasions on which our tenants want to raise an issue. In such a circumstance, we aim to reach a fair and unbiased resolution on behalf of our clients and tenants and have implemented this policy in order to make this process easier.

Stage 1

In the event that one or more tenants wish to raise an issue with the Property Manager or Landlord, they are invited to put their grievance in writing to our office at 20 Portland Terrace, Sandyford, Newcastle upon Tyne, NE2 1QQ or email to clare@daleylettings.co.uk addressed to The Managing Director – Clare Daley

Please detail the grievance in the form of a letter, which must be signed and dated by each tenant who wishes to raise the issue. The letter should detail all of the facts and include relevant dates.

Stage 2

Your complaint will be acknowledged within 74 and we will start our in house complaints process

Stage 3

Your complaint will be investigated and Your Property Manager will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate within 7 days.  If we need further time to investigate we will contact you advising of the extension needed to resolve the complaint.

Stage 4—The Property Ombudsman

If you remain dissatisfied from the response/actions taken (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
Milford House
43-55 Milford Street
Salisbury
SP1 2BP
01722 333306
www.tpos.co.uk
admin@tpos.co.uk