1. Policy Statement
ASK Lettings Ltd is committed to delivering a high standard of service to all tenants. We recognise that complaints may arise from time to time and we treat them seriously, fairly, and consistently. Complaints are viewed as an opportunity to resolve issues promptly and to improve our services.
2. Scope of the Policy
This policy applies to all tenants living in properties managed or let by ASK Lettings Ltd. It covers complaints relating to property management, service delivery, communication, staff conduct, and administrative matters.
This policy does not cover:
Emergency or routine maintenance issues, which must be reported via the dedicated maintenance phone number
Legal disputes, including possession proceedings or rent arrears recovery
Matters already subject to legal action or insurance claims
3. Definition of a Complaint
A complaint is an expression of dissatisfaction about the standard of service, action, or lack of action by ASK Lettings Ltd, where a tenant believes we have failed to meet our obligations or reasonable expectations.
4. How to Make a Complaint
Stage 1: Informal Complaint
Tenants are encouraged to raise concerns at the earliest opportunity to allow for quick resolution.
Complaints can be made by:
Email: info@asklettings.co.uk
Telephone: 0208 489 3611
In writing to our office address
ASK Lettings will acknowledge informal complaints within 2 working days and aim to resolve them within 10 working days.
Stage 2: Formal Complaint
If the issue is not resolved at Stage 1, tenants may submit a formal complaint.
Formal complaints should be made in writing and include:
Tenant name and property address
A clear description of the complaint
Relevant dates and supporting information where available
Formal complaints will be acknowledged within 3 working days and a full written response will be provided within 15 working days.
5. Investigation of Complaints
All complaints will be investigated fairly and objectively. Where possible, the investigation will be carried out by a staff member not directly involved in the matter.
The investigation may include:
Reviewing records and correspondence
Speaking with staff, contractors, or third parties
Considering evidence provided by the tenant
If additional time is required, the tenant will be informed with an explanation.
6. Complaint Outcome
Following the investigation, ASK Lettings may take one or more of the following actions:
Provide an explanation or apology
Take corrective or remedial action
Review and improve internal procedures
Provide guidance or clarification
The outcome will be confirmed in writing.
7. Escalation
If a tenant remains dissatisfied after completing the internal complaints process, ASK Lettings will confirm that the internal process has been exhausted. At this stage, tenants may seek independent advice or pursue other remedies available to them.
8. Confidentiality and Fair Treatment
All complaints are handled confidentially and without bias. Tenants will not be treated unfairly or disadvantaged for raising a complaint.
9. Record Keeping
ASK Lettings maintains records of all complaints received, the actions taken, and the outcomes. These records are used to monitor service standards and identify areas for improvement.
10. Contact Details
ASK Lettings Ltd
148 Cranbrook Road
Ilford
Essex
IG1 4LZ
Email: info@asklettings.co.uk
11. Policy Review
This policy will be reviewed periodically to ensure it remains appropriate, effective, and aligned with best practice.
