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Complaints process

If we’ve let you down and you wish to make a formal complaint, you should contact the on-site Property Manager in the first instance.

The Property Manager will talk to you about your complaint and what we can do to sort things out. He or she will aim to agree a way forward with you within one working day of receiving your complaint. The Property Manager will confirm to you what action is being taken and how long it will take to resolve the situation.

Requesting a review by our head office team

If you remain unhappy with the resolution being offered by the Property Manager or if it is the Property Manager you’re unhappy about, you can contact our head office team by email at [email protected]. We will aim to resolve the complaint as quickly as possible and always within five working days. If things will take longer, they’ll let you know how long it will take and will keep you regularly update on progress.

If you are still unhappy with our service you can contact


Any complaints received and their outcomes will be recorded on our systems and reviewed by be:here’s Board on a quarterly basis. We monitor the number of complaints as well as the types of issues being raised. We use this information to improve our internal processes and procedures and to ensure we are capturing any lessons learnt.