COMPLAINTS PROCEDURE

In order to ensure that your interests are safeguarded, we have put into place a simple process by which any raised complaints are handled; this allows us to handle any issues or concerns effectively and wherever possible, as soon as they are raised. Below is our guidance for making a complaint in relation to our residential lettings and property management activities.

Stage One: TWH Homes Director

All complaints should, in the first instance, be directed to our company lead Director, Tom Holliday. Tom will endeavour to resolve your complaint as soon as possible, otherwise no later than five working days from when he received notification of the issue.

Stage Two: PRS

We are a member of The Property Redress Scheme (PRS), so if you are not satisfied with the resolution from Stage One, you should approach the PRS. Details of how to do this are detailed at https://www.theprs.co.uk/Complain. Please note that if you do wish to contact PRS, you must do so within 12 months of the date of the Stage One resolution. It is also important to note that PRS will not consider your complaint until Stage One has been completed.