Complaints Procedure

Information for Landlords and Tenants

We are a member of The Property Ombudsman Service (TPOS) and aim to provide the highest standard of service to all our customers. To ensure that your interests are safeguarded, we have put into place a set process by which any raised complaints are handled; this allows us to handle any issues or concerns effectively and wherever possible, as soon as they are raised. You may find below our guidance for making a complaint in relation to Residential Lettings & Property Management
 

Residential Lettings & Property Management
Making a complaint

Stage One – Department Manager

We receive very few complaints; however, we understand that sometimes things don’t go exactly to plan and occasionally go wrong. If this occurs, we encourage you to try and resolve the situation with the manager or member of our team you have been dealing with.
 

Stage Two – Company Director

If we are unable to resolve the situation at Stage 1, you may refer the case to the Area/Divisional Team Manager responsible for the area in question. Where necessary, if the situation remains unresolved at stage 1, we recommend that the issue is raised within one month of completing Stage 1.
The manager or team member will provide you with the Company Directors name and contact details. We will acknowledge the escalation within three working days of receipt and work with you to try and resolve any issues raised as promptly as possible. A written response to summarise any investigations and steps taken will be sent within fifteen working days.
 

Stage Three – Managing Director

If you still remain dissatisfied and wish to further escalate your complaint, you may then write to the Managing Director via post to the following address: Homes or Houses Limited, Metropolitan House, Swalwell, Newcastle Upon Tyne NE16 3AS. The Managing Director will acknowledge your complaint within three working days and will undertake a full review of your complaint, including how it has been handled to date, which may include further investigations into the background of your concerns. Within fifteen working days from receipt of your correspondence, the Centre Manager will detail their findings and recommendations in a written response to confirm our ‘final viewpoint’ on the matter.
 

Stage Four – The Property Ombudsman

After you have received our final viewpoint letter, if you are not satisfied with the proposed resolution, you may approach The Property Ombudsman Service (TPOS). Details of how to do this are contained within the final viewpoint letter alongside a link to The Property Ombudsman Service (TPOS) consumer guide at www.tpos.co.uk
Please note that if you do wish to contact The Property Ombudsman Service (TPOS), you must do so within 12 months of the date of the final viewpoint letter. It is also important to note that The Property Ombudsman Service (TPOS) will not consider your complaint until our internal complaints procedure has been exhausted.