Complaints Procedure

Complaints Procedure

 

Last Updated: 24 March 2026
Effective Date: 24 March 2026

 

Purpose

At Lifestyle Lettings and Management, we are committed to delivering a professional, transparent, and compliant lettings and property management service.

We recognise that, on occasion, things may go wrong. This procedure outlines how complaints are handled fairly, promptly, and consistently.

 

Our Commitment

We aim to:

  • Treat all complaints seriously, respectfully, and without bias
  • Resolve issues promptly and fairly
  • Communicate clearly throughout the process
  • Operate in line with lettings legislation and best practice

Making a complaint will not affect the level of service you receive.

 

What Is a Complaint?

A complaint is an expression of dissatisfaction, whether justified or not, about:

  • The standard of service provided
  • A delay or failure to act
  • Behaviour or professionalism of staff or contractors
  • A decision or lack of communication
 

How to Make a Complaint

Complaints can be made:

  • In writing: Email or letter
  • Verbally: By phone or in person (we may request written confirmation)

Please include:

  • Your name and contact details
  • Property address
  • A clear description of the issue
  • Dates, times, and individuals involved
  • The outcome you are seeking
 

Complaints Handling Process

Stage 1 – Informal Resolution
We encourage concerns to be raised with the relevant team member initially.
We aim to resolve informal complaints within 5 working days.

 

Stage 2 – Formal Complaint
If the issue is not resolved, or you wish to escalate:

  • Submit your complaint in writing
  • We will acknowledge within 3 working days
  • The complaint will be investigated by a senior team member
  • A written response will be issued within 15 working days

If more time is required, we will keep you informed.

 

Stage 3 – Final Review
If you remain dissatisfied:

  • You may request a final review
  • This will be conducted by a Director or General Manager
  • A final response will be issued within 10 working days

This concludes our internal complaints process.

 

Property Redress Scheme (PRS)

Lifestyle Lettings and Management is a member of The Property Redress Scheme (PRS).

If you remain dissatisfied, you may refer your complaint to PRS if:

  • You have received our final response, or
  • 8 weeks have passed since the complaint was raised

You must refer your complaint within 12 months.

PRS Contact Details:
Website: https://www.theprs.co.uk
Email: info@theprs.co.uk
Telephone: 0333 321 9418

 

Professional Membership

Lifestyle Lettings and Management is a member of Propertymark.

We are committed to:

  • Operating in line with current lettings legislation
  • Maintaining transparency in all dealings
  • Ensuring staff are appropriately trained
  • Ongoing compliance and professional development
 

Record Keeping

  • All complaints are recorded and monitored
  • Records are retained in line with legal requirements
  • We review complaint trends to improve our service
 

Confidentiality & Data Protection

All complaints are handled confidentially and in accordance with UK GDPR and data protection laws.

 

Continuous Improvement

We use feedback to:

  • Improve service delivery
  • Strengthen internal processes
  • Enhance staff training
 

Contact Details

Formal complaints should be submitted to:
Lifestyle Lettings and Management
Email: rebecca@lifestylepp.co.uk