Complaints Procedure

 

We make every effort to provide a professional service with high standards of customer service. However, we accept that occasionally things can go wrong, and we seek to learn from these mistakes to help us continually improve our standards. We
are always open to feedback and keen to hear from our tenants and landlords and we welcome your suggestions. Therefore, if you are unhappy with part of our service, please pick up the phone and speak to us. If you wish to log a formal complaint, please follow the complaints procedure detailed below.


STAGE 1
LETTING NEGOTIATOR/ACCOUNTS TEAM/MAINTENANCE TEAM/PROJECT MANAGER


In the first instance, all complaints should be directed to the relevant JNR Properties Ltd employee you have been dealing with eg: Lettings Negotiator/Accounts Team member/ Maintenance Team/Project Manager.

  • Your complaint will be acknowledged in writing within 3 working days of receipt.
  • Following a full internal investigation, you will receive a written response within 15 working days.

 

STAGE 2
COMPANY DIRECTOR


If the concerns raised remain, or if you are dissatisfied with any aspect of our handling of the complaint at Stage 1 you may escalate the complaint by writing to the Company Director at the main business address. Your escalated complaint will be:

 

STAGE 3
PROPERTY REDRESS SCHEME


If you are still not satisfied after STAGE 2 of the in-house complaint procedure (or more than 8 weeks has passed since the complaint was first made) you can request an independent review from The Property Redress Scheme without charge. Full details of their procedure are available on their website. Please note the Property Redress Scheme will not consider a complaint until our internal procedure has been followed.


We ask that you provide as much detail with regards to your complaint as possible including: your full contact details; a summary of the complaint; the resolution that you are seeking; plus, any evidence to help us investigate such as dates, names and any losses incurred in the form of photos, receipts, videos etc