Complaints Procedure

Home From Home prides itself on the level of its personal customer service. However, occasionally things do go wrong, and you may need to complain. Please see our complaints procedure below:

Residential Lettings and Property Management - Making a Complaint

Information for Customers

We are a member of The Property Redress Scheme (PRS) and we aim to provide the highest standards of service to all our Residential Lettings and Property Management customers. In order to ensure that your interests are safeguarded, we have put into place a complaints process which we will follow in dealing with your complaint. Our aim is to handle any issues or concerns as quickly as possible; in order to achieve this we will, wherever we can, try and resolve your complaint at branch level.

Stage One - Contact Us By Phone or In Person

At Home From Home complaints are very rare, however we understand that sometimes things don’t go exactly to plan and can occasionally go wrong. If this becomes the case, we would prefer that you try to resolve the situation with ourselves directly. Please speak to ourselves on the telephone, or visit our office in person, and we will endeavour to try and find the best solution for your concern.

Stage Two - Write To Us

If we are unable to resolve the situation either verbally, or in person, we request that you send a written summary of your complaint to ourselves, within one month of completing Stage 1.

Please email us at:, or, write to us at the following address:

Home From Home Letting Services Limited
119 Station Road
Middlesex HA8 7JG

We will acknowledge your complaint and provide you with a written response within 8 weeks. We will investigate the issues raised and undertake a review of your complaint, including how it’s been handled to date, which may include further investigations into the background of your concerns. Within 8 weeks from receipt of your communication, we will set out in writing to you our findings and recommendations as a ‘final viewpoint’ on how we believe your complaint can be resolved.

Stage Three - The Property Redress Scheme

After you have received a response from ourselves and if you are not satisfied with our proposed resolution, you may approach The Property Redress Scheme (PRS). Details of how to do this will be contained within our final view point letter alongside a link to the The Property Redress Scheme (PRS).

Please note that if you do wish to contact The Property Redress Scheme (PRS), you must do so within 6 months of the date of our final viewpoint letter. It is also important to note that The Property Redress Scheme (PRS) will not consider your complaint until our internal complaints procedure is exhausted.

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