Complaints Procedure

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. This will help us to improve our standards.

If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

  • We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
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.

❗️ Coronavirus (COVID-19) Update ❗️

In line with the HM Governments advice avoiding essential contact, we’ve got a number of staff in isolation so therefore planning to work from home in the near future.

This means the office may close in the near future but we remain working from home for those of our team who are able.

Important Information:
Exchanged and due to complete?
Do not worry. Your nominated contact will be on hand still, and on completion day, arrangements will be made for keys to be dropped off/collected using a safe method but avoiding face to face contact.

Viewed a property and wish to place an offer?
Contact details below and a member of staff will get in touch with you.

Wishing to arrange a property viewing or valuation?
Contact details below and a member of staff will happily take your details and assist.

A tenant moving into a property?
Your nominated contact will be in contact with you to discuss a safe method collecting keys for a smooth handover but avoiding face to face contact.

A tenant requiring maintenance?
E-mail lettings@austinhawk.co.uk and a member of staff will respond to you as quickly as possible.

Government confirm complete ban on evictions and additional protection for renters
For any tenants worrying about paying their rent due to the impact of Covid-19 please contact us at your earliest convenience by email to lettings@austinhawk.co.uk , to discuss a plan of action.

The government announced yesterday a radical package of measures to protect renters and landlords affected by coronavirus. As a result, no renter in either social or private accommodation will be forced out of their home during this difficult time.

Emergency legislation will be taken forward as an urgent priority so that landlords will not be able to start proceedings to evict tenants for at least a three-month period. As a result of these measures, no renters in private or social accommodation needs to be concerned about the threat of eviction.

Recognising the additional pressures the virus may put on landlords, the government have confirmed that the three month mortgage payment holiday announced yesterday will be extended to landlords whose tenants are experiencing financial difficulties due to coronavirus. This will alleviate the pressure on landlords, who will be concerned about meeting mortgage payments themselves, and will mean no unnecessary pressure is put on their tenants as a result.

At the end of this period, landlords and tenants will be expected to work together to establish an affordable repayment plan, taking into account tenants’ individual circumstances.

https://www.gov.uk/government/news/complete-ban-on-evictions-and-additional-protection-for-renters

Enquiries:
Sales: info@austinhawk.co.uk
Lettings: lettings@austinhawk.co.uk
Lettings emergencies only: Call 01264 350508 and listen to the automated voicemail providing the telephone number should you have a severe emergency but contractors will be reluctant to work themselves so please bear this in mind.

Stay safe

From all @ Austin Hawk.