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Commitment to Service

We are committed to providing a high standard of property management and maintaining safe, comfortable living environments. If something goes wrong, or you are dissatisfied with our service, this procedure outlines how to raise the issue so it can be resolved. We aim to acknowledge most complaints within two business days.

Stage 1: Raising a Concern / Initial Complaint

The method for raising your initial concern depends on the nature of the issue:

• Property or Fellow Tenants: All concerns / complaints regarding the physical property, maintenance, or issues with other tenants must be submitted through our reporting portal at www.myplace.co.uk/report-a-repair.

• All Other Concerns / Complaints: Any other complaints, including administrative or general concerns, should be sent via email to admin@myplace.co.uk. 

Stage 2: Formal Written Complaint

If your issue cannot be resolved through Stage 1, or if it is of a more serious nature, please escalate it to a formal written complaint.

• Submit the formal complaint in writing via email to admin@myplace.co.uk.

• Use the subject line: "Formal Complaint - [Property Address] - [Your Name]".

• Outline the timeline of the issue, why the initial resolution was unsatisfactory, and your desired outcome.

• A full investigation will be conducted, and a formal written outcome will be provided to you.

Stage 3: Final Review

If you remain dissatisfied with the formal written outcome provided in Stage 2, you may request a final review.

• Respond to the Stage 2 outcome email within 7 days, explicitly stating why the resolution is not acceptable.

• The complaint will be reviewed again, alongside all prior correspondence and evidence.

• A final, definitive written viewpoint will be issued to you.

Stage 4: External Escalation

If you have exhausted this internal complaints procedure and remain dissatisfied with the final viewpoint, you may have the right to escalate the matter externally.

• The appropriate external escalation route depends entirely on the specific type of complaint you have made.

• Full details regarding how and where you can escalate your specific issue will be provided to you in our final review letter.