Complaints Procedure
We’re Here to Put Things Right
At Marlborough Homes, providing a professional, personal and reliable service is at the heart of what we do.
We hope you are always happy with the service you receive from us. However, we understand that sometimes things may not go as expected. If you have a concern or feel we could have done something better, we want to hear from you.
We take all feedback seriously and will always aim to deal with your concerns fairly, promptly and professionally, giving us the opportunity to understand what has happened and, wherever possible, put things right.
At Marlborough Homes, we are committed to providing a professional, fair and transparent service to our landlords, tenants, buyers and sellers.
We recognise that occasionally things may go wrong. If you are dissatisfied with any aspect of our service, we encourage you to let us know so that we have the opportunity to investigate and resolve your concerns.
Step 1 – Making a Complaint
In the first instance, please raise your complaint with the member of staff dealing with your property or transaction. We will always try to resolve straightforward concerns quickly and informally where possible.
If the matter cannot be resolved, or you wish to make a formal complaint, please submit your complaint in writing.
Please include:
Your full name and contact details
The property address, where applicable
A clear description of your complaint
Relevant dates, correspondence or supporting information
Details of what you would like us to do to resolve the matter
Please mark your correspondence “Formal Complaint” and send it to:
The Complaints Manager
Marlborough Homes INC LTD
Unit 9, 96 George Lane
South Woodford
London E18 1AD
Email: info@mbhomes.co.uk
Step 2 – Acknowledgement
We will acknowledge your formal complaint in writing within 3 working days of receipt.
Your complaint will then be investigated. This may involve reviewing our records, correspondence, property files and speaking with the members of staff involved.
Step 3 – Formal Response
We aim to provide you with a written response setting out the outcome of our investigation within 15 working days of receiving your complaint.
Our response will explain our findings and, where appropriate, what action we propose to take to resolve the matter.
If additional time is reasonably required because of the complexity of the complaint, we will let you know and explain the reason for the delay.
Step 4 – Final Review
If you remain dissatisfied with our response, please let us know in writing and explain why you believe the complaint has not been satisfactorily resolved.
The complaint will be reviewed again by a senior member of the business who, where reasonably possible, was not directly involved in the original complaint.
Following this review, we will provide our Final Viewpoint in writing.
Independent Redress – Property Redress Scheme
Marlborough Homes is a member of the Property Redress Scheme (PRS), a government-approved property redress scheme.
If you have completed our internal complaints procedure and remain dissatisfied with our Final Viewpoint, you may be entitled to refer your complaint to the Property Redress Scheme for independent consideration.
Any referral must be made in accordance with the PRS's current rules, eligibility requirements and applicable time limits.
Further information about making a complaint to the Property Redress Scheme can be found on the PRS website.
Our Commitment
All complaints will be handled professionally, fairly and without discrimination.
Making a genuine complaint will not adversely affect the service you receive from Marlborough Homes or, in the case of a tenant, your tenancy.
We use complaints and customer feedback to identify where our procedures or services can be improved.
Marlborough Homes INC LTD
Company No: 08042327
Address: Unit 9, 96 George Lane, South Woodford, London E18 1AD
Email: info@mbhomes.co.uk
Telephone: 020 8989 8796
Independent Redress: Property Redress Scheme (PRS)