CityWest Homes Residential Complaints Procedure
We want to put things right – and quickly!
Sometimes when you try to complain to a company, it feels as though you’re talking to a brick wall. However, we at CityWest Homes Residential will always welcome your feedback!
Whether you are a landlord, tenant or a perspective applicant We will do everything we can to make sure you have a brilliant experience with us. Sadly, we realise that sometimes things will go wrong. – When that happens we want to hear about it.
Likewise if you have had a brilliant experience with us please let us know!
We promise to listen properly to your comments, suggestions and opinions and to use these to improve our services.
Our complaints procedure
On this page you will find the following information:
- The 3 stage complaints process
- Contact information
- Improving the complaints process
Stage 1
Q: In what circumstances should I make a complaint?
Answer:-
You should make a formal complaint if you feel that you are not getting a satisfactory response from the lettings and property management team. It is up to you to raise your concern as a complaint and only you can decide at which point you need to take this course of action.
Q: Who do I complain to?
Answer:-
We recognise that people who can best deal with a complaint initially are those who provide the service. For this reason you need to raise your complaint in the first instance with the lettings department by letter, phone, email or in person. This will be investigated by the Head of Lettings.
The complaint will be acknowledged by letter or email within three working days advising you of the actions we will be taking. You will also be invited to make any comments you may have in relation to the circumstances leading up to your complaint.
Your complaint will be investigated thoroughly in accordance with our established “in-house” procedures and a reply sent to you outlining your complaint, our findings and any action taken within ten working days of receipt of the complaint.
This will be logged as a Stage 1 complaint.
Stage 2
Q: What if I am still dissatisfied?
Answer:-
A: If you are dissatisfied with the response at Stage 1, for whatever reason, you have the right to have your complaint reviewed by the Lessee Services Manager at CityWest Homes Residential. To do this you need to make contact by letter, phone or email and explain why you remain dissatisfied and what you expect from a further review.
This will then be logged as a Stage 2 complaint. The complaints team will investigate your case and write to you with their findings and any action taken.
Stage 3
Q: What if I want to take this further?
Answer:-
If you remain dissatisfied after the response at Stage 2, we will attempt to resolve the complaint through negotiation or you may otherwise agree to enter into the mediation process operated by either:
This will then be logged as a Stage 3 complaint.
Response Times
Q: When will I receive a response to my complaint?
Answer:-
The targets for dealing with complaints are set out below, although all complaints should be dealt with as quickly as possible:
Stage 1: within 10 working days
Stage 2: within 10 working days
Stage 3: In accordance to the (ARLA) Association of Residential Letting Agents or (OEA) The Ombudsman of Estate Agent complaints procedures.
If it is not possible to respond to you within the timescale you will be advised of the delay and when you can expect a response.
Contact information
CityWest Homes Residential Head of Lettings
21 Grosvenor Place, London SW1X 7EA
Tel: 020 7245 2186
Email: rbeltran@cwh.org.uk
Association of Residential Letting Agents
The Association of Residential Letting Agents
Arbon House, 6 Tournament Court, Edgehill Drive, Warwick CV34 6LG
Phone: 01926 496800
Fax: 01926 417788
E-Mail: info@arla.co.uk
The Ombudsman of Estate Agents
Ombudsman for Estate Agents
Beckett House, 4 Bridge Street, Salisbury, Wiltshire SP1 2LX
Tel: 01722 333306
Fax: 01722 332296
E-Mail: admin@oea.co.uk
Improving the complaints service
We have reviewed the complaints process and put together lessons learned and plans for the future.
Click here to download our complaints annual report.
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