Complaints Procedure

We take every concern seriously. If any part of our service has fallen short, we would rather hear about it and put it right. This procedure sets out how to raise a complaint and what happens next.

Stage one: raise it with us

Please put your complaint in writing to info@inresidencehomes.co.uk, or by post to In Residence Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ. Include the property or enquiry concerned, what has gone wrong, and how you would like it resolved.

We will acknowledge your complaint in writing within three working days and confirm who is handling it.

Stage two: our investigation

A director of In Residence Ltd will review the matter and send you a full written response within fifteen working days of our acknowledgement. If more time is needed, we will tell you why and give a revised date.

Stage three: final response

If you remain dissatisfied, write to us again and we will issue a final view on the matter, known as our final response, within a further fifteen working days.

Referral to the Property Redress Scheme

If you are still unhappy after our final response, or if eight weeks have passed since you first complained, you may refer the matter to the Property Redress Scheme, our independent redress provider. You should do so within twelve months of our final response.

Property Redress Scheme, Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH. Telephone 0333 321 9418. Website theprs.co.uk. Our membership number is PRS053449.

The Property Redress Scheme will normally only consider a complaint once our internal procedure has been completed.