Complaints Handling Procedure

Your Local Lets aims to provide a high standard of service to our customers at all times. Whilst we endeavour to do our best, there is a possibility that you may be dissatisfied with how we have handled a situation.

If you wish to make a complaint please follow the steps below:

1. Contact your Property Manager

In the first instance you should make contact with your property manager. This is the person who gave you their contact details at the beginning of your contract. He or she genuinely wishes to resolve your complaint in the least disruptive way to you as possible. They will respond to you within 10 working days.


2. Email or write to the Complaints Officer

If you are unsatisfied with your property manager’s response you should email or write to our complaints officer on the contact details below. Please give a full description of the complaint and copies of any supporting evidence, along with your full name, full address of the property in question and your email or address to reply to. The complaints officer will only respond if you have first contacted your property manager.

The complaints officer will acknowledge receipt of the complaint within three working days and explain to you how we intend to resolve it.

FAO The Complaints Officer
Your Local Lets Limited
Bath House
TA10 0QW


3. Investigation and Resolution

We will investigate your complaint thoroughly and you will receive a final viewpoint letter/email within 15 working days. This will explain the outcome of the investigation and if we are at fault, what we intend to do to rectify the matter.


4. Property Ombudsman Review

If you are still unsatisfied at this stage, you may take your complaint to the Property Ombudsman within 6 months of the final viewpoint letter. The Property Ombudsman will not investigate any complaint that has not followed our in-house complaints process first. For more information on the Property Ombudsman please go to