Complaints handling

We consider a complaint to be a formal expression of dissatisfaction about any aspect of our service by a person who has been directly involved in the service complained of. We take complaints seriously. We will respond to complaints effectively and deal with them sensitively, fairly and thoroughly.

All complaints will be treated in the strictest confidence. We have a designated Customer Experience Manager who will respond to you as quickly as possible.

If you feel that you wish to speak with the Customer Experience Manager or would like a copy of the complaints procedure please email in the first instance Customer Experience Remus

Please include as many details of your complaint/issue as possible and your name and the property address.

If you feel that your complaint has not been dealt with correctly please contact The Property Ombudsman at