Tenancy Deposit Scheme
Your deposit, protected.
Every tenancy deposit we take is protected in a government-approved tenancy deposit protection scheme, as the law requires.
Deposits
How deposit protection works.
When you pay a deposit for an assured shorthold tenancy, we protect it in a government-approved scheme within 30 days and give you the prescribed information about where it is held.
At the end of your tenancy, your deposit is returned in line with the terms of the tenancy agreement. If there is a dispute over deductions, the scheme provides a free, independent dispute resolution service.
We are a member of the Tenancy Deposit Scheme (TDS) (membership no. EW122029).
Complaints
Our in-house complaints procedure.
We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it, so that we can improve our standards. Where appropriate, we will make reasonable adjustments for anyone who needs them.
- 01
We will send you a written acknowledgement within three working days of receiving your complaint, with a copy of this procedure.
- 02
We will investigate your complaint. Normally the office manager will review your file and speak to the member of staff who dealt with you. We will send you a formal written outcome within 15 working days of receiving your original complaint.
- 03
If you are still not satisfied, contact us again and we will arrange a separate review by a senior member of staff.
- 04
We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint.
- 05
If you are still not satisfied with our final viewpoint, or more than eight weeks have passed since you first complained, you can ask The Property Ombudsman for an independent review free of charge.
- The Property Ombudsman, Unit 159756, PO Box 7169, Poole, BH15 9EL. You must refer your complaint to The Property Ombudsman within 12 months of our final viewpoint. The Ombudsman requires complaints to go through this in-house procedure first.
Submit a complaint
Tell us what went wrong.
Please put your complaint in writing, including as much detail as possible.