Complaints Procedure – National Code Registered Properties

Rengen Lettings – Property Lettings & Management

  1. Our Commitment

At Rengen Lettings we aim to provide a high standard of service to all landlords, tenants, and clients. If you are unhappy with any aspect of our service, we welcome the opportunity to resolve the issue quickly and fairly.

The below explains how you can make a complaint and how we will handle it.

  1. How to Make a Complaint

Complaints should be made in writing so that we can fully understand the issue and investigate properly.

Please include:

  1. Your full name and contact details
  2. The property address involved
  3. A clear description of your complaint
  4. Any relevant documents or evidence
  5. What outcome you are seeking

Complaints can be submitted:

By Email:
info@rengenlettings.co.uk

By Post:
Rengen Lettings

34 Park Street

Bristol

BS1 5JG

Raising a complaint in confidence. If you would prefer to raise a matter confidentially, you can ask us to treat your complaint in confidence and we will restrict it to only those who need to see it in order to investigate. Mark your email or letter “in confidence”, or ask for it to be sent directly to a senior manager. Where a complaint concerns the conduct of a member of staff, that person will take no part in considering or responding to it.

  1. Stage 1 – Initial Review

Once we receive your complaint:

  1. We will acknowledge your complaint within 3 working days.
  2. Your complaint will be reviewed by the Branch Manager or appropriate senior staff member.
  3. We will investigate the matter and aim to provide a full written response within 10 working days.

If we require more time to investigate, we will notify you and explain the reason.

  1. Stage 2 – Senior Management Review

If you remain dissatisfied with the Stage 1 response, you may request that the complaint be escalated.

At this stage:

  1. The complaint will be reviewed by a Senior Director
  2. A further investigation will be carried out.
  3. We will provide a final written viewpoint within 10 working days of the escalation request.
  1. Final Resolution

Our final response will include:

  1. Our findings from the investigation
  2. Any proposed resolution or corrective action
  3. Details of your right to refer the complaint to an independent redress scheme if you remain dissatisfied
  1. Independent Redress — Property Redress Scheme

If you are not satisfied with our final response, or 8 weeks have passed since your complaint was first raised, you may refer your complaint to our independent redress provider.

The Property Redress Scheme – Our membership number is PRS019272
Website: www.theprs.co.uk

Please note that complaints must normally be referred to the redress scheme within 12 months of our final response.

  1. Escalating to the ANUK/Unipol National Code

The ANUK/Unipol National Code is a voluntary scheme and, as members of it we have committed to meet the standards set out in their code.

This is a separate route from the Property Redress Scheme above, and you can use it for any breach of the Code without waiting for the 8-week redress trigger. You can bring your complaint to the ANUK/Unipol National Code if you are unhappy with our final response, or if you have not received a response within 28 days of raising it with us — you do not need to wait for our final response if that time has passed. Complaints are made through the National Code’s own complaints page: https://www.nationalcode.org/for-students/problems-complaints/. A guide to how the process works is here: how the complaints process works.

If you have raised a complaint directly with us and, and the breech of the code doesn’t get rectified to your satisfaction, then you may submit a complaint to the National Code. Before you do so, check the FAQs on their website to check that your complaint meets their criteria. You find answers will also find answers to some other common queries there – https://www.nationalcode.org/for-students/guidance-faqs/

Their Code Complaints Investigator will assess your complaint and check it falls within the remit of the scheme and respond with appropriate guidance.

You can expect to receive a reply from the National code no later than two weeks and any breech of their code resolved within four weeks of it being reported in writing. A link to the National Codes Complaints process is here – https://www.nationalcode.org/for-students/problems-complaints/

  1. Record Keeping

We keep records of all complaints for a minimum of 3 years to help us monitor performance and improve our services.

  1. Continuous Improvement

All complaints are reviewed to identify opportunities to improve our procedures, staff training, and overall service.

ANUK/Unipol National Code

Rengen Lettings is a member of the ANUK/Unipol National Code of Standards for Larger Developments. Code membership applies to our registered developments only — accredited properties are identified on their own property page.