Complaints procedure

Step 1: Informal Resolution

In the first instance, we recommend discussing your concerns directly with the individual or department responsible for your property. Many issues can be resolved quickly through open communication.

If you feel the initial response is inadequate, please formally contact that individual in writing (via letter or email), clearly outlining the specific areas of your complaint that remain unresolved.

Step 2: Formal Investigation

Once we receive your formal written complaint, the following timeline applies:

• Acknowledgment: We will acknowledge receipt of your complaint within 3 working days.
• Response: The relevant staff member will conduct a review and provide a formal written response within 14 days.

Step 3: Complaints Management Review

If you remain dissatisfied after Step 2, you may escalate the matter to our Complaints Management Team.

• Email: complaints@intelassets.co.uk
• Requirement: Please clearly state why you are dissatisfied with the previous outcome and specify the issues you believe require further investigation.

A member of the management team will respond within 14 days. If the matter is complex and requires further investigation, we will notify you within this period to request an extension.

Step 4: Final Management Review

Should the matter remain unresolved following the management response, you may submit a final written appeal to the Complaints Management Team. You must detail the specific service failures or outstanding issues that have not been addressed.

Within 21 days of receiving this communication, our senior management will conduct a final review of the case and issue a Final Viewpoint Letter.

Independent Redress

In the unlikely event that you remain dissatisfied with our final viewpoint, or if more than 8 weeks have passed since you first complained, you can request an independent review from the Property Redress Scheme (PRS).Property Redress Scheme 1st Floor Studio 3, Limelight Elstree Way, Borehamwood Hertfordshire, WD6 1JH.