How Letting Agents Deal With Tenant Complaints

Why How You Deal With Tenant Complaints Matters.

Table of Contents

Logging the Complaint Formally

Logging a complaint in a written Complaints Log is essential even if the complaint was initially raised by phone. The log must record the following information: date of logging, Name of Tenant, Property Address, Brief Description of Complaint, Reference to previous correspondence. This ensures that the complaint is dealt with in a transparent manner and that all correspondence is recorded.

Acknowledging It Promptly

The Tenant will receive a written acknowledgement of the complaint within 2 to 3 working days from receipt of the complaint. The acknowledgement will outline the name and contact details of the person dealing with the complaint and give the tenant a realistic time frame for a complete response to the complaint.

Investigating and Gathering Evidence

Depending on the nature of the complaint, a letting agent will investigate the matter by reviewing tenancy agreements and maintenance records. Where applicable, the agent may also contact relevant contractors who have worked on the property and undertake a visit to the property to assess the problem first hand. See also Letting Agents Bridgwater.

Agreeing a Course of Action With the Landlord

Where a tenant’s complaint involves the property itself, it is sensible to involve the landlord in the discussion to agree a course of action. Here the agent should explain the tenant’s complaint in detail, set out the various options available to resolve the issue and then come to an agreement with the landlord on the best solution.

Escalating to a Redress Scheme

The purpose of a complaints process is to ensure that any unresolved disputes can be taken to an external redress scheme for the matter to be reviewed.

A well managed complaints procedure helps to prevent disputes and provides the tenant with a clear way of dealing with any problems.