Hamlet Homes - Complaints Procedure

Hamlet Homes Warrington is a member of The Property Ombudsman Service (TPOS) and we aim to provide the highest standards of service to all our Residential Sales, Lettings and Property Management customers. In order to ensure that your interests are safeguarded, we have put in place a complaints procedure, which we will follow in dealing with your complaint. Our aim is to handle any issues or concerns as quickly as possible, in order to achieve this we will, wherever we can, try and resolve your complaint at office level.

Stage One - Office Manager

All complaints should, in the first instance, be directed to the Office Manager (Andy Shaw). Complaints must be made in writing and will be acknowledged within 7 working days. They will endeavour to resolve your complaint immediately, and no later than 25 working days of the first notification. We also recommend you either call 01925 235 338 or email to staff@hamletwarrington.co.uk just to ensure your complaint has been received.

Stage Two – Hamlet Homes Director

Should your complaint remain unresolved, then you can refer it on to the Director of Hamlet Homes (Manoj Patel). We request that you send a written summary of your complaint to the Director within one month of receiving the Office Managers response. The Office Manager will provide you with the Directors full names and addresses. The Director will acknowledge your complaint within 7 working days of receipt of your letter and provide you with a written response within 25 working days.

They will undertake a review of your complaint, including how it's been handled to date, which may include further investigations into the background of your concerns. Then within 25 working days from receipt of your letter, he/she will set out in writing to you, his/her findings and recommendations as a "final view" on how he/she believes your complaint can be resolved.

Stage Three - The Property Ombudsman

After you have received a response from the Director and if you are not satisfied with his proposed resolution, you may approach The Property Ombudsman Service. Details of how to do this are contained within the Director's final view point letter, The Property Ombudsman consumer guide or online at www.tpos.co.uk

Please note that you must do so within twelve months of the date of the final letter. The Property Ombudsman will not consider your complaint until our internal complaints procedure is exhausted.