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Complaints Procedure

At Manchester Rent a Home Management Company Ltd we endeavor to ensure you receive the highest quality service and experience with us. We do, however, appreciate that at times you may become dissatisfied for whatever reason and this is why we are committed to resolving any issues you may have as soon as possible. If we do not meet your expectations or you are dissatisfied in some way, then we wish to know.

We have designed this complaints procedure to help resolve any issues you may have.

As most complaints stem from a lack of communication in that either we misunderstand your instructions or customers misunderstand the service we provide, we would encourage you, in the first instance to discuss any problems with us informally and verbally in the office. We are available during office hours to talk about any issues you have. If this does not resolve your concerns, then the formal complaints procedure can be invoked.

If the verbal and informal approach does not satisfactorily deal with your concerns, we ask that you put your complaint in writing to the Manager Danielle Williamson who is responsible for the office. If your complaint is about that person, please write to that persons line Manager (The relevant details are available upon request). We advise you to correspond with us in writing and keep copies of all correspondence sent to us.

In order that we can help resolve your concern as quickly and efficiently as possible, we ask you to provide the following information in the letter of complaint:

Your name, address, email address and a daytime telephone number on which you can be contacted. The name and office location of the individual within the company with whom you have been dealing. A clear description of your complaint, giving concise details of what you believe has gone wrong. Details of what you would wish to be put right. Your letter will be acknowledged within 3 working days of receipt and you will be advised of the timescale for sending a full reply, which will usually be within 21 days. An internal investigation into your complaint will be undertaken and, following completion of the same, you will be provide with a full response with details of what actions we have taken or will take.

In the event that the response or action taken does not resolve your complaint you are invited to write to the Director of Customers Services detailing the reasons why you consider the response or action taken does not adequately resolve your complaint and what action or response you consider should be taken to resolve your complaint. The Director of Customer Services will respond within 21 days. (The relevant details are available upon request). We advise you to correspond with us in writing and keep copies of all correspondence sent to us.

This response will represent the final viewpoint of the company.

It is hoped that this response will resolve the matter to your complete satisfaction.

If you remain dissatisfied with any aspect of our handling of your complaint, then it may be appropriate for the matter to be referred to an independent third party. If you are a consumer, you should contact: The Property Redress Scheme

The Property Redress Scheme
Premiere House,
1st Floor,
Elstree Way,
WD6 1JH.

Phone: 0333 321 9418