Complaints procedure

At ProperTies Living, we aim to provide a high standard of service to all residents. However, we understand that things don’t always go as planned. If you’re unhappy with any aspect of our service, we’d like to hear from you so we can investigate and work towards a resolution.

How to make a complaint

You can raise a complaint with your Property Manager. Complaints should normally be made within 12 months of the issue occurring.

Where possible, we’ll try to resolve your concern straight away. If this isn’t possible, we’ll follow the formal complaints process below.

Stage 1

• We will acknowledge your complaint within 7 working days.
• Your complaint will be investigated by the appropriate team member, usually your Property Manager.
• We will provide a written response within 15 working days of our acknowledgement.
• Our response will explain our findings and any action we propose to take to resolve the issue.

Stage 2

If you are unhappy with the outcome of Stage 1, you can ask for your complaint to be reviewed.

• Your complaint will be escalated to a senior member of the team.
• A further review will be carried out.
• We will provide our final response within 20 working days of receiving your request for review.

Independent Review

If you’re still unhappy after completing Stages 1 and 2, you may refer your complaint to Property Redress for an independent review.

Property Redress is a government-approved redress scheme that provides an impartial service for resolving disputes between residents and property managers. Complaints must normally be referred within 12 months of receiving our final response.

Property Redress (PRS)

Website: Property Redress
Email: info@propertyredress.co.uk
Telephone: 0333 321 9418