Complaints Procedure

We aim to provide a first class service and hope nobody ever has the need to complain.
Whenever you wish to lodge a complaint, please follow these steps, and we will do everything in our power to resolve it.

Stage 1

Put your complaint in writing addressed to the Manager at:

HMO KIT
3rd Floor
86-90 Paul Street
London, England
EC2A 4NE

We will acknowledge your complaint in writing within 7 working days and start a full investigation. In line with The Property Redress Scheme guidelines, a full written outcome will be sent to you within 15 working days.

Stage 2

Please write to the Director and ask for a review if you are not satisfied with the full written response. The Director aims to resolve all matters as quickly as possible & will aim to reply with a full written review within 15 working days.

Inevitably, some issues will be more complex and may require longer investigation. Because of this, the timelines given for handling and responding to complaints should only be taken as a guide. Nevertheless, we will provide you with an interim response describing how we are handling the matter and when you can expect a full response.

The Property Redress Scheme

In the unlikely event that you do not receive a response within 8 weeks or remain dissatisfied, then you may refer the matter to The Property Redress Scheme.

You will need to submit your complaint to The Property Redress Scheme within 12 months from the date of our final viewpoint, including any evidence to support your case.

Please note: The Property Redress Scheme requires that all complaints are addressed through this in-house complaints procedure before being submitted for an independent review.