OUR COMMITMENT

KeyHomes Estates is committed to providing efficient and effective service to our clients and a duty of care to our tenants.  Our aim is to provide services of high quality on basis that is fair to all. However, in any organisation, occasionally things can go wrong. When this happens we need to know if you are not happy with the service you have received in order to try to put things right and ensure that this doesn’t happen in the future.  We take all complaints seriously and see all complaints as an opportunity to improve our services.

WHAT IS A COMPLAINT?

A complaint is an expression of
dissatisfaction, however made, about standards of service, actions, or lack of action by the Agent or its employees affecting a customer or a group of
customers. 

If you think the Agent has:

• Done something badly or in the wrong way
• Done something we should not have done
• Failed to do something we should have done
• Treated you unfairly or discourteously
• Discriminated against you 
• Acted in a way that is contrary to our policies or procedures then you are entitled to let us know in the form of a complaint using this content as a guide

WHAT IS NOT A COMPLAINT?

Most of the contacts we have with you
are enquiries or comments. This Complaints procedure does not therefore cover:

• Requests for services 
• Requests for information
• Appeals against Agents decisions which have been made in line with the Agents policies and processes
• Investigating matters of employee discipline 
• Complaints to the Agents insurers e.g. where the complainant seeks payment of compensation for personal injury or loss of or damage to a property.

HOW CAN IMAKE A COMPLAINT?

INFORMAL COMPLAINT

You can make your informal complaint
in the following ways:

• By calling us on 020 8058 0388 
• In writing to KeyHomes Estates – Head Office, 85 Great Portland St, Marylebone,  London W1W 7LT 
• By e-mail to complaints@keyhomesestates.com 

Initially, within the first instance, complaints should be made to the member of staff involved or his/ her Branch Department Manager.

To make sure your complaint is dealt with promptly, please try to include as many details as possible including dates, times, the nature of the complaint. When making the complaint, please ensure you keep details of who you made the complaint to, again including dates and times if possible.

FORMAL COMPLAINT

Initially, complaints should be made to the member of staff involved or his / her Branch Department Manager. If your concerns are not resolved at this stage you should write to:

Complaints Team

85 Great Portland St, Marylebone, London, W1W 7LT  

or complaints@keyhomesestates.com 

Your complaint will be acknowledged within 3 working days of receipt and an investigation undertaken. A formal  written outcome of the investigation will be sent to you within 15 working days.

If you remain dissatisfied, you should write to:

The Directors

85 Great Portland St, Marylebone, London, W1W 7LT   

or complaints@keyhomesestates.com 

Once again, your complaint will be acknowledged within 3 working days of receipt and the formal written outcome of the investigation will be sent to you within 15 working days.

Please include all the information from your original complaint including any reference numbers, dates and names.

Directors will carry out a further investigation and will give a written outcome containing KeyHomes Estates’ final view on the matter and will also confirm that you are entitled, if dissatisfied, to refer the matter to the Property Ombudsman Scheme (TPOS) within twelve months for a review.

THE PROPERTY OMBUDSMAN SCHEME (TPOS)

If you are still dissatisfied with the outcome from Directors you may contact the Property Ombudsman Scheme (TPOS) and request that an independent investigation be carried out.

The Property Ombudsman Scheme is a government approved independent scheme.

Please bear in mind that The Property Ombudsman Scheme will only review complaints that have completed the KeyHomes Estates complaints procedure and will only review complaints made by an existing, potential or former landlord or tenant. For unresolved business to business complaints there are provisions for matters to be referred to mediation or arbitration as appropriate.

The address for The Property Ombudsman Scheme (TPOS) is: 

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Telephone: 01722 333306
Email: admin@tpos.co.uk

www.tpos.co.uk

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

KEYHOMES PROMISE 

We are committed to providing a quality customer service and duty of care. Your complaint will be investigated and dealt with as quickly as possible. We aim to respond to all inform complaints within 3 working days and all formal complaints within 15 working days. The Agent reserves the right to extend the response time-scale when considered appropriate by the Director or Agent’s Solicitor. The Agent also retains discretion to vary the complaints procedure when considered appropriate.
We will treat all the information you give us in confidence. We will keep you informed and do everything we can to help you and will explain our decision to you. Your rights to the Agent services will not be affected in any way if a complaint is made.