Complaints Policy

Rooms Together is committed to providing a high-quality property and room management service to our tenants, landlords, and other stakeholders. We take all complaints seriously and aim to resolve them fairly, promptly, and professionally.

Our Commitment

We will:

- Treat every complaint seriously and handle it with courtesy and respect

- Acknowledge all complaints promptly

- Investigate thoroughly and fairly

- Keep you informed of progress

- Provide a clear, reasoned response

- Use feedback to improve our service

How to Make a Complaint

You can raise a complaint with us by:

- Email: [email protected]

- Phone: 01484 218592

- In writing via the contact form on our website

Please provide as much detail as possible, including:

- Your name and contact details

- The property address (if relevant)

- A clear description of the issue

- Any relevant dates, correspondence, or documents

- What outcome you are hoping for

Our Complaints Process

Stage 1 - Acknowledgement

We will acknowledge your complaint within 3 working days of receipt, confirming who is handling it.

Stage 2 - Investigation

As a small, hands-on team, we investigate every complaint thoroughly and honestly. Wherever possible, the complaint will be handled by whichever of us was not directly involved in the original issue. If all three of us were involved in the situation being complained about, we will still review the matter openly and fairly together, and will be transparent with you about this. We aim to provide a full written response within 10 working days of acknowledgement. If we need longer (for example, if the matter is complex), we will let you know and give a revised timescale.

Stage 3 - Review

If you are not satisfied with our response, you can ask us to look at it again. Because we are a small team, a review will normally involve the two team members who did not lead the original investigation. If all three of us were involved throughout, we will tell you this clearly and, if you would prefer an independent view at that point, we will signpost you straight to the redress scheme below rather than asking you to wait through a further internal review. Any review request should be made within 10 working days of our initial response, and we will provide a final written response within 10 working days of receiving it.

If You Remain Unhappy

If, after completing our internal process, you are still unhappy with the outcome, you may be entitled to refer your complaint to an independent body:

- The Property Ombudsman (TPO) or Property Redress Scheme (PRS) - we will confirm which scheme applies, along with our membership number and their contact details, in our final response letter

- For issues relating to deposits, you may also contact the relevant Tenancy Deposit Protection scheme used for your deposit

Timescales Summary

- Acknowledgement: within 3 working days

- Full response: within 10 working days of acknowledgement

- Review request (by you): within 10 working days of our response

- Final response: within 10 working days of review request

Confidentiality

All complaints are handled confidentially and will only be shared with those who need to know in order to investigate and resolve the matter.

Review of This Policy

This policy is reviewed regularly to ensure it remains fair, effective, and compliant with relevant regulations.

Rooms Together - Specialist HMO Management