HomeLets take customer satisfaction very seriously, and we always aim to provide our clients with the highest standards of service. To this end, we are members of The Property Ombudsman (TPO) for Residential Letting Agents. We appreciate that sometimes certain issues must be addressed; therefore, to ensure your interests are safeguarded, we observe the following procedures which provide for any matter to be dealt with internally and with the upmost care and attention.

Step 1
Initially, you will be requested to direct all correspondence to Amanda Cooper - Office Manager. Your issue will firstly be acknowledged, in writing, within 3 (three) working days. The facts as reported will be thoroughly investigated, and where appropriate, the TPO may be consulted as an impartial third party. A formal written response will then be issued within 15 (fifteen) working days.

Step 2
If you find that there are still matters outstanding, and you require further assistance with any issues raised, then we would request that you please contact; Catharine James - Finance Manager, in order to have your concerns reviewed. A formal written response will then be issued within 15 (fifteen) working days.

Step 3
If at the results of this juncture, you find that there are still outstanding issues, then you have the opportunity to refer your matter on to the TPO directly, within 6 (six) months from receipt of our final view on the matter. Please visit www.tpos.co.uk for further details and guidance.