Complaints
If something goes wrong, tell us
We would rather hear about a problem early and put it right. This is how to raise a complaint and what happens next.
How to raise a complaint
Please tell us in writing, so we both have a clear record. A WhatsApp message to 07300 856675 is fine. To help us look into it properly, include:
- your name, and the property it is about
- what happened, and when
- what you would like us to do
If you are a tenant and the problem is a repair that has not been reported yet, please report the repair first.
What happens next
- We acknowledge your complaint in writing within 3 working days.
- Someone looks into it: they check the records, speak to anyone involved and may ask you questions.
- We give you our final written reply, with what we found and what we will do, within 15 working days.
Taking it further
If you are not satisfied with our final reply, you can refer your complaint to our redress scheme, which is independent of us. Letting agents in England must belong to a redress scheme for complaints about their lettings work.
- Our redress scheme
- The Property Redress Scheme, membership number PRS021262
You can find out how to take a complaint to the scheme on the Property Redress Scheme website (opens in a new tab).
Tenants can also contact Peterborough City Council about the condition of a rented home, or get free advice from Shelter or Citizens Advice.
A quick message is often all it takes
Tell us what has happened and we will explain what we can do.