Complain to the agent directly – all agents must have, by law, a complaints procedure, making a note of the date, time and details of the conversation
Explain what it is you want the agent to do to put the situation right
Take copies of your complaint and ensure you have evidence via an email read receipt or recorded delivery. Keep copies of all correspondence and notes
If the issue is unresolved after eight weeks, you can refer the complaint to the relevant redress scheme
Find out if they are a member of the Property Ombudsman or The Property Redress Scheme (they are legally obliged to belong to one of the two) they will independently, for free, assess your complaint.
The government is currently analysing feedback on a consultation about improving redress in the housing sector, including the option of introducing a single housing ombudsman. You can read more here.
How to complain about a specialist damp contractor
Ask the developer to resolve the problem if the issues occur within the first two years of build
If they do not, or do not resolve the problem satisfactorily, ask your legal company to check if the developer is breaking the terms of the contract and seek advice as to what to do next
Normally the developer must remedy any problems which arise in the first two years of the property being built
If they don’t solve the problem to your satisfaction and it is covered, refer your complaint to the warranty provider, even within the first two years and they will mediate free of charge
Problems which are covered and arise after the initial two-year period are normally the responsibility of the warranty provider
You can also turn to www.consumercodefornewhomes.com if the developer has signed up to the code, although this costs over £100 and redress is typically less than £250.
NB: Different rules apply for housing association properties.
Complain directly to the company, in writing, keeping copies of all correspondence
Follow the company’s formal complaints procedure
If you moved with a BAR member follow their associations complaints procedure. If not a member of the BAR write directly to the company and rely on current & relevant consumer legislation / protection
The following is for tenants renting direct from a landlord. If you have a problem with a landlord and who uses an agent to manage the property, you should report your problem to the letting agent and see the ‘complain about a letting agent’.
Speak to your landlord and make a note of the date and time of the conversation
Follow up your conversation in writing, securing a ‘read receipt’ if an email or recorded delivery if by post.
Repair requests should be responded to within 14 days
If unresolved, you can report the landlord to the housing department in your local authority. You can complain about:
If the problem cannot be resolved, even if your agreement says you must use an arbitrator, you should apply to a tribunal. Tribunal decisions are final.
