Complaints Procedure
We’d really like to hear from you if we do something well, but we realise that we don’t always get things right and on occasion problems arise that you need to bring to our attention. Our aim is to listen and to resolve any issues quickly and informally to an agreeable solution.
In the event that you wish to register a formal complaint this process details how you can do so.
Stage 1
If you wish to register a complaint by letter or email, please contact our Complaints Handler: Samantha Measham, Lettings Manager
Horizon Lets Limited, The Masters House; 92A Arundel Street, Sheffield, S1 4RE
hello@horizonlets.com
0333 577 2118
If you want to make a formal complaint by telephone our Complaints Handler will complete a complaint form on your behalf. This will be sent to you within two working days so that you can check that it is a fair summary of your complaint. Please contact us immediately on receipt if you feel that this is not the case.
Our Complaints Handler will ensure that your complaint is acknowledged and directed to the appropriate manager who will investigate and respond in full.
- We will acknowledge the complaint in writing within three working days of receipt and advise you who will provide the detailed response.
- We will provide a full written response within 10 working days of the complaint being made.
As far as possible we aim to resolve your complaint at this stage. In the event that you feel you need to take the matter further you can escalate your complaint to Stage 2 of our procedure as follows.
Stage 2
You should send your complaint with all supporting information and details about why you remain dissatisfied to a Senior Manager;
Christopher Browne, The Masters House; 92A Arundel Street, Sheffield, S1 4RE
hello@horizonlets.com
0333 577 2118
- We will acknowledge your complaint in writing within 3 working days of receipt and it will be investigated with the aim of bringing the matter quickly to a conclusion.
- We will provide a full written response within 15 working days of the complaint being escalated.
Ombudsman Service
If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from Property Redress Scheme without charge.
Contact Details: www.theprs.co.uk
Data Protection
If your complaint is in relation to data protection, then you can still contact our complaints handler. Your complaint will be immediately referred to our Data Protection Administrator who will lead the investigation and keep you updated on the process and timescales.
1st Floor, Premiere House, Elstree Way, Borehamwood WD6 1JH
0333 321 9418
Definition of a complaint
Complaints can be made by any of our customers including tenants or Landlords, about any aspect of our service.
You can make a complaint in writing, verbally or on a complaint form. You are welcome to call to discuss the matter at any point in the process.
