At Homes@Shire Ltd, we are committed to providing the highest level of service to all our clients. However, if you feel that we have not met your expectations, we encourage you to raise a complaint so we can address and resolve any issues promptly.
Step 1: Contact Us
If you have a complaint, please contact us as soon as possible so we can investigate the matter. You can reach us via:
- Email: homes@shiresalesandlettings.co.uk
- Phone: 01442 733225
- In writing: 4 Grovelands, Boundary Way, Hemel Hempstead, Herts, HP2 7TE
When contacting us, please provide as much detail as possible about the issue, including relevant dates, names, and the nature of your complaint. This will help us to resolve the matter more effectively.
Step 2: Acknowledgement of Your Complaint
Upon receipt of your complaint, we will acknowledge it within 3 working days. We will provide you with the details of the person responsible for investigating your complaint and the process we will follow.
Step 3: Investigation of Your Complaint
We will carry out a thorough investigation into your complaint. This may involve reviewing relevant documents, speaking with the involved parties, and gathering any other information necessary. Our aim is to resolve your complaint as quickly as possible, and we will aim to provide you with a written response within 10 working days.
Step 4: Resolution and Response
Once the investigation is complete, we will respond to you in writing, explaining our findings and any actions we propose to resolve the issue. If we are unable to resolve the matter to your satisfaction, we will explain the reasons for this decision.
Step 5: Escalation
If you are not satisfied with our response, you have the option to escalate your complaint to an independent body. As members of the Property Redress Scheme, you can refer your complaint to them if it remains unresolved after 8 weeks. The Property Redress Scheme can be contacted via:
- Website: www.theprs.co.uk
- Phone: 0333 321 9418
- Email: info@theprs.co.uk
- Address: The Property Redress Scheme Premiere House, 1st Floor Elstree Way, Borehamwood, WD6 1JH
We take all complaints seriously and are dedicated to ensuring that they are handled fairly and efficiently. Your feedback is important to us, and we are committed to using it to continually improve our services.