PROCEDURES FOR HANDLING CLIENT COMPLAINTS

 

The HMO Hub Ltd is dedicated to delivering a high-quality and professional property management service for both landlords and tenants. With extensive experience across all aspects of property management, our team is always available to address any concerns or complaints you may have.

Our complaints process is designed to support you, ensuring your issue is handled efficiently and resolved with a fair and appropriate outcome.

 

Our complaint standards

The team promise to complete the following:

• Investigate the complaint – understanding the full extent of the issue.

• Discuss the complaint with all relevant parties.

• Provide a fair and balanced response within 15 working days.

 

Before a complaint is submitted, please ensure you have contacted the correct department to discuss your concerns.

 

YOUR PROPERTY MANAGER

The Property Manager is responsible for the overall management of your development. They have the knowledge and understanding of all aspects involving your development and can support you with any problems encountered relating to your property.

 

Stage One

Please provide full details of your complaint to info@thehmohub.co.uk and this will be sent to the relevant senior member of the management team to investigate.

If you do not have access online, a written complaint can be sent via post to our Head Office address: The HMO Hub, 83 Ducie Street, Manchester, M1 2JQ.

Please ensure you provide as much information so your complaint can be reviewed and investigated in full. Please also include the names of the staff from our team you have discussed your complaint with, as well as any reference numbers, and the reasons as to why you are unhappy with the outcome. Once your complaint has been submitted, you will receive an automatic response within 3 working days confirming your successful online submission.

 

A written response from the appropriate department within The HMO Hub will be issued within 15 working days from the date of submission. If a response is expected to exceed 15 working days, you will be notified of the reasons in writing and notified of the new response date.,

 

Stage Two

If you remain dissatisfied with the response following your Stage One complaint, a second complaint should be submitted s.cox@thehmohub.co.uk

Please include your reasons as to why you are dissatisfied with the response you have received and explain the outcome you would like to achieve. 

Your complaint will be reviewed by a senior member of  The HMO Hub team and a response will be issued within 15 working days, providing a final viewpoint of the complaint.

If a response is expected to exceed 15 working days, you will be notified in writing and provided with an alternative response date.

 

Unsatisfactory Outcome

If you remain dissatisfied or have been unable to reach an agreement following the response issued from your stage two complaint, or eight weeks has passed since the complaint, you may seek an independent review by The Property Ombudsman at no charge to you.

The Property Ombudsman’s contact details are as follows: The Property Ombudsman Ltd Milford House 43-55 Milford Street Salisbury, Wiltshire SP1 2BP Tel: 01722 333 306 Website: www.tpos.co.uk Email: admin@tpos.co.uk

 

Prior to contacting The Property Ombudsman, please be aware of the following criteria:

• You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

• The Property Ombudsman requires all complaints to be addressed through this complaints procedure before being submitted for an independent review.