To raise a complaint with Homes2Rent please email complaints@nrla.org.uk with details of the complaint.
If we receive a complaint, we will:
- Send an initial written acknowledgement within 3 working days.
- We will investigate the matter fully, obtaining all the facts and timeline of events.
- Send a comprehensive and detailed reply within fourteen working days. This will include all our findings. At this point you will be able to decide whether you are happy with our suggestions in terms of a resolution.
- Make you aware if an extension is required to complete the investigation with a maximum extension of 30 working days to investigate the complaint from the date of initial written acknowledgement.
Any complaints we received are confidential and we will deal with them in a fair and unbiased way. Once we have responded if we do not hear from you within 6 weeks, we will assume that the matter has been resolved and the complaint file will be closed.
Not happy?
If after receiving our reply you are still not happy, please contact us and we will endeavour to investigate further. The matter will be forwarded to a more senior member of the department for consideration.
We will send a written acknowledgement to any additional concerns within 3 working days.
You will receive a “full and final response” to any additional concerns within 14 working days of the additional concerns being raised but this may be extended to a maximum of 30 working days if required.
Still not happy?
If you remain unsatisfied with the final response to your complaint you are able to escalate this to our Redress Scheme. Homes2Rent is registered with the Property Redress Scheme.