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Hartington Property Services Ltd is a private independent property management company committed to high standards of professionalism and a desire to providing a friendly and quality service to landlords and tenants at all times.
If any client is ever dissatisfied with any aspect of the service they are receiving, they are encouraged to speak to Steve Hand, Director who will take personal responsibility and aim to quickly resolve the issue. In the unlikely event that a client wishes to make a formal complaint, they should put this in writing to Hartington Property Services Ltd. Depending on the issue, we may not be able to resolve it as quickly as we would like but if this proves to be the case, we will both acknowledge and then respond to your complaint after we’ve had an opportunity to fully investigate. Unless there are any extenuating circumstances, this would be within 7 days. Our aim is simple - to ensure that any complaint is resolved to the satisfaction of all parties but if this either does not prove possible or the client remains unhappy with the response received, Hartington Property Services also subscribes to LAS (Landlord Accredited Scotland), a professional body that provide an independent redress facility. Complaints to LAS regarding Hartington Property Services must be made in writing and sent to the LAS office through letter, email, or the form available from the LAS website (www.landlordaccreditationscotland.com/complaints-process/). The complainant is required to demonstrate that they have complied with Hartington Property Services aforementioned complaints procedure prior to contacting LAS. A complaint also cannot be investigated if Hartington Property Services has not been notified that contact is to be made with LAS. Complaints can be raised up to three months after the end of a tenancy and should include the following information:
LAS are not able to accept anonymous complaints as LAS will be unable to investigate the complaint effectively. If a serious complaint is received by telephone, LAS will record the conversation as accurately as possible however the complainant should follow up the telephone call in writing to ensure that all facts have been recorded correctly. LAS staff will contact the complainant should the two accounts differ. |