Homeholder is a member of Property Redress Scheme (member PRS022859) and aims to provide the highest standards of service to all our tenants. To ensure that your interests are safeguarded and to make sure we put mistakes right, we have the following complaints procedure.

Stage One – Contact your Landlord, Stephen Shaw, directly

Complaints should, in the first instance, be directed to your landlord Stephen Shaw. He will acknowledge your complaint in writing within 3 working days in line with this procedure and then endeavour to work with to and resolve your complaint immediately but no later than 5 working days from the letter of acknowledgement.

Stage Two – The Property Ombudsman Service

If you still remain dissatisfied with the outcome of your complaint after dealing with your landlord, or if 8 weeks has elapsed since the complaint was first made, you may approach the Property Ombudsman without charge.

Details of how to contact the Property Ombudsman can be found online at www.theprs.co.uk or email info@theprs.co.uk.

For your information:

• You must make your complaint to the Property Ombudsman within 12 months of the date of our final viewpoint letter.

• The Ombudsman will not consider your complaint until our internal complaints procedure has been exhausted and you have received our final viewpoint letter.

• The Property Ombudsman recommends paying any outstanding fees on a “without prejudice” basis to avoid late-payment charges and/ or further action.