Standards and complaints

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We are proud members of The National Landlords Association (NLA), and the Money Shield Client Money Protection Scheme.

We take compliance extremely seriously. As part of our commitment, we are registered with the Tenancy Deposit Protection Scheme, ensuring all deposits are handled securely and in accordance with regulations. We also maintain strict adherence to all legal requirements, including Gas Safety Records, Energy Performance Certificates (EPCs), and Electrical Safety Checks.

For your peace of mind, we are members of the Property Redress Scheme—an independent and impartial organisation that provides a fair resolution process should any dispute arise between parties.

These memberships offer landlords, and tenants the reassurance that they will receive a consistently high standard of service.

Complaints Procedure

We follow the Ombudsman’s guidelines in handling complaints:

• All complaints will be acknowledged promptly, and in any case within 10 days, as required by the Ombudsman.
• Every complaint will be thoroughly investigated.
• We will provide a written response as quickly as possible, typically within 5 working days.
• If the matter remains unresolved, a director will conduct a further review and issue a final response within an additional 10 days.
• Should the issue still not be resolved, the matter may then be referred to the Ombudsman for independent review.