Complaints

When things don’t go to plan

Here at Homes2Rent we want to make sure that you get the best service possible. But sometimes this doesn’t always work out how you expected. If you let us know as soon as there is a problem, we can do our utmost to put it right.

How do I complain?

Initially we would want you to speak to one of our Support Agents so that we can try and resolve the issue. You can contact us here: support@homes2rent.org.uk

If we are not able to satisfy your complaint it will need to be escalated to one of the management team to investigate. At this stage we would appreciate it if you could specify the exact nature of the complaint and what outcome you would like to achieve. We ask that you the appropriate form linked below and ensure that you include copies of all supporting paperwork relating to your complaint (non-returnable).

Tenant-Complaint-Homes2Rent-1 Download

Homes2Rent
212 Washway Road,
Sale,
Manchester,
M33 6RN

complaints@homes2rent.org.uk

Once I have complained

If we receive a complaint, we will:

Send an initial written acknowledgement within 3 working days and inform you who will be dealing with your complaint.
Investigate the matter fully, obtaining all the facts and timeline of events.
Send a comprehensive and detailed reply within fourteen working days. This will include all our findings. At this point you will be able to decide whether you are happy with our suggestions in terms of a resolution.
Make you aware if an extension is required to complete the investigation with a maximum extension of 30 working days to investigate the complaint from the date of initial written acknowledgement.

Any complaints we received are confidential and we will deal with them in a fair and unbiased way. Once we have responded if we do not hear from you within 6 weeks, we will assume that the matter has been resolved and the complaint file will be closed.

If you have any queries during this time, please contact the individual listed on your acknowledgement.

Not happy?

If after receiving our reply you are still not happy, please contact us and we will endeavour to investigate further. The matter will be forwarded to a more senior member of the team for consideration.

We will send a written acknowledgement to any additional concerns within 3 working days.

You will receive a “full and final response” to any additional concerns. This will usually be received within 14 working days of the additional concerns being raised but this may be extended to a maximum of 30 working days if required.

Once we have responded if we do not hear from you within 6 weeks, we will assume that the matter has been resolved and the complaint file will be closed.