At Whitmore Residential, we strive to deliver a professional, transparent, and responsive service to all landlords, tenants, contractors, and customers. However, we understand that there may be occasions when our service falls short of expectations.
When this happens, we welcome your feedback and are committed to resolving concerns fairly, promptly, and professionally. Every complaint provides an opportunity for us to improve our services and enhance the customer experience. This approach is consistent with common property industry complaint-handling standards and Property Ombudsman guidance.
When handling a complaint, we will:
We are committed to ensuring that our complaints process is accessible to all customers and will make reasonable adjustments where required.
A complaint may relate to:
If you are unsure whether your concern should be raised as a complaint, our team will be happy to advise you.
To help us investigate your concerns efficiently, please provide:
Complaints should be submitted in writing by email or post to our office.
Once we receive your complaint, we will acknowledge it in writing and begin our internal review.
Timescale: Within 3 working days of receiving your complaint.
A member of our management team will investigate the matter, review relevant records, and speak with any staff members involved.
We will provide a formal written response outlining:
Timescale: Within 15 working days of receiving the complaint.
If you remain dissatisfied with our response, you may request that the matter be reviewed by a senior member of the Whitmore Residential team.
A further review will be undertaken, and our final position will be communicated in writing.
Timescale: Within 15 working days of receiving your review request.
If you remain dissatisfied after receiving our final response, or if more than eight weeks have passed since your complaint was first raised, you may be entitled to refer the matter to an independent redress scheme for further review. Property industry complaint procedures commonly provide access to independent ombudsman review once internal procedures have been completed.
Before escalating your complaint externally, we encourage you to allow us the opportunity to complete our full internal complaints process.
We aim to resolve complaints through:
Where an error has occurred, we will take reasonable steps to address the issue and learn from the experience.
If you have concerns about any aspect of our service, we encourage you to contact us directly.
Our goal is to resolve issues quickly, fairly, and professionally while maintaining the high standards of service that landlords and tenants expect from Whitmore Residential.
