Humphrey & Co Estates’ complaints procedure;
1. Complaint to be made in writing in writing via email or post: 125 Hoe Street, London, E17 4RX or
[email protected].
2. The complaint will be acknowledged within 3 working days.
3. Branch investigation takes place.
4. Formal written outcome of branch investigation will be sent back within 15 working days.
5. If longer is required, written notification will be sent with an explanation and indication of timescale. The outcome will be sent within this timescale.
6. If you remain dissatisfied written explanation must be sent to: 125 Hoe Street, London, E17 4RX or
[email protected].
7. Review of complaint will take place.
8. Written statement - expressing the final viewpoint from Humphrey & Co Estates, including any offer made which will be sent within 10 working days.
9. Internal complaints process concluded.
10. If Humphrey & Co Estates has been dealing with your complaint for eight weeks or more and it remains unresolved, then you may refer directly to The Property Ombudsman (TPO).
11. If you remain dissatisfied the complaint can now be referred to TPO within six months of this letter.
In order to complete any repairs required authorisation can be required by the Landlord which was the case in this particular case. The Landlord has never advised us she we are not delivering and also provided us with positive feedback.
If the Landlord was not happy with our management service we have a 14 day notice period to terminate and this was never initiated.
You was liaising with the Landlord directly at times and this can make it difficult to monitor communication. During the time you was residing in he property you never raised any of these issues and have only provided negative feedback due to having a dispute with the Landlord directly in terms of your deposit return. You have also provided negative feedback/comments on various portals and never raised an official complaint during the period you was residing in the property during the 3 year Tenancy.
The Landlord appointed a family representative to liaise with the Tenants on her behalf as she is elderly and required the assistance.
All our agreements are written by appointed Solicitors.
We aim to always provide excellent customer services to our Landlords and Tenants. We sincerely apologise if your experience with us was not to your satisfaction and will take your comments on board for future reference to improve our services.