Complaints procedure
We are committed to providing a professional service to all our landlords and tenants. If things go wrong, we need you to tell us about them. This helps us resolve issues as soon as possible and improve our service going forward.
If you have a complaint, please put this in writing to hello@zenre.co. Please include as much detail as possible, including dates, the names of anyone you dealt with, and any supporting evidence.
We consider the needs of the individual and, where appropriate, make reasonable adjustments for anyone who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement, or if they do not speak English as a first language.
Our process
Stage 1 — Your complaint
Email us at hello@zenre.co with your complaint.
Stage 2 — Our acknowledgement
We will acknowledge your complaint within 3 working days of receiving it and start our in-house complaints process.
Stage 3 — Our investigation
We will investigate your complaint and provide a formal written response within 15 working days of receiving it.
Stage 4 — Our final investigation
If you remain unhappy with our response, tell us and we will conduct a further review, carried out by someone not directly involved in the original matter, and provide a written final viewpoint within 15 working days of your escalation.
Stage 5 — The Property Ombudsman
Should you remain dissatisfied after receiving our final viewpoint letter, you can refer your complaint to The Property Ombudsman within 12 months of the date of that letter:
The Property Ombudsman
Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP
01722 333 306 · www.tpos.co.uk · admin@tpos.co.uk
If we have not addressed your complaint within eight weeks, you can refer it to the Ombudsman directly. No charge will be made for any complaint we handle.