Complaints Procedure

Complaints Handling Procedure
Smart Room Lettings aims to provide a high standard of service to our customers. However, in endeavouring to do our best, It may be that you might be dissatisfied with how we have dealt with a situation.
If you wish to make a complaint, please follow the following procedure:
1. Contact your Property Manager
The first course of action is for you to contact your Property Manager. This is the person who gave you their contact details at the start of your contract. He or she genuinely wishes to resolve your complaint as soon as possible and in the least troublesome way for you as possible. They will respond to you within 10 working days.
2. Email or write to the Complaints Officer
If you are not satisfied with your Property Manager’s response, you should write to our Complaints Officer on the contact details below. Please give full details of the complaint and copies of any supporting evidence, as well as your full name, full address of the property in question and your email or address to reply to. The Complaints Officer will only respond if you have first contacted your Property Manager.
The Complaints Officer will acknowledge the receipt of your complaint within three working days and relay to you how we intend to resolve it.
customerservice@smartroomlettings.com
FAO The Complaints Officer
Smart Room Lettings
10 Treaegore Road
Calmore
Southampton
SO402UN
3. Investigation and Resolution
We will thoroughly look into your complaint and you will receive a ‘Final Viewpoint’ letter/email within 15 working days. This communication will explain the outcome of the investigation and if we were at fault and what we intend to do to resolve the matter.
4. Property Redress Scheme
In the event that you are still unsatisfied at this stage, you may take your complaint to the Property Redress Scheme within 6 months of the Final Viewpoint letter. The Property Redress Scheme will not investigate any complaint that has not first followed our in-house complaints process. You can see more information about the Property Redress Scheme at:  https://www.theprs.co.uk
Tel: 0333 321 9418