TMU Homes
TMU Homes

Complaints Handling Procedure

TMU Homes aims to provide a high standard of service to our customers at all times. Whilst we endeavour to do our best, there is a possibility that you may be dissatisfied with how we have handled a situation.

If you wish to make a complaint please follow the steps below:

1. CONTACT YOUR PROPERTY MANAGER

In the first instance you should make contact with your property manager. This is the person who gave you their contact details at the beginning of your contract. He or she genuinely wishes to resolve your complaint in the least disruptive way to you as possible. They will respond to you within 10 working days.

2. EMAIL OR WRITE TO THE COMPLAINTS OFFICER

If you are unsatisfied with your property manager’s response you should email or write to our complaints officer on the contact details below. Please give a full description of the complaint and copies of any supporting evidence, along with your full name, full address of the property in question and your email or address to reply to. The complaints officer will only respond if you have first contacted your property manager.

The complaints officer will acknowledge receipt of the complaint within three working days and explain to you how we intend to resolve it.

customerservice@tmuhomes.com

3. INVESTIGATION AND RESOLUTION

We will investigate your complaint thoroughly and you will receive a final viewpoint letter/email within 15 working days. This will explain the outcome of the investigation and if we are at fault, what we intend to do to rectify the matter.

4. National Landlord Association REVIEW

As a member of the National Landlord Association (NLA) you can be assured of receiving a fair and just service. However, in the event that you are unsatisfaied with the outcome of the investigation as a member of The Property Redress Scheme you can raise your concerns directly: 

Raising the Complaint

Once the above criteria have been met, the Complainant is able to raise a complaint about the Member with us.

The complaint must be raised using our Complaint Form. When completing the form, the Complainant must explain all the reasons why the complaint is being raised, the actions that have been taken and also include all relevant evidence. This must include the letter/email of complaint and if applicable our Member's final response. It may also include copies of other communications received from and sent to the Member, including any settlements offered and relevent contracts/agreements and associated documentation.

There is no charge to the Complainant for raising the complaint with the Property Redress Scheme.

The Complainant can withdraw from the Property Redress Scheme (PRS) complaints process at any point.

For further information please refer to PRS website.

www.theprs.co.uk

 

 

 

 

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