Complaints

Home Local In-house Complaints Procedure

Here at Home Local, we are highly committed to providing nothing but efficient and

professional service to every one of our clients to ensure maximum satisfaction. To achieve
maximum satisfaction for all of our clients, it is significant for us to receive feedback, whether
this is positive, or in the form of a complaint.

From doing this, we will be able to ensure that all of our services are up to scratch, filling in
any gaps that have room for improvement. Furthermore, we would like to ensure that you
are receiving a service that is second to none, allowing us to prove to you why Home Local
is the place to turn.

1. The first step is to call our team on 01621 453300, our team and fully trained in assisting all clients and will be able to assist and attempt to resolve any complaints or concerns.

2. If a resolve to a complaint or concern is not reached via the telephone we will need you to formally raise your complaint in writing, please ensure that all written communicating is sent to enquiries@homelocal.co.uk and also sent by letter to 20A High Street, Maldon, Essex, CM9 5PJ.
This is to ensure that your complaint or concern is received by our team.

We will send you a confirmation letter, acknowledging that we have seen your complaint once receiving it. This can take up to 3 working days once received.

Once received, we will then investigate your complaint. This will be dealt with by the team manager, who will then speak to the member of staff in which to who you wish to complain about. From here, a formal written letter will then be sent back to you within 15 working days of us receiving your complaint.

3. On receiving your letter, if you feel that you are still not satisfied with the outcome, simply email an update and your supporting evidence to enquiries@homelocal.co.uk and also send a letter to 20A High Street, Maldon, Essex, CM9 5PJ.  From this point on, one of our senior members of staff will then arrange a separate review.

We will send you a confirmation letter, acknowledging that we have seen your complaint once receiving it. This can take up to 3 working days once received.

Once received, one of our senior member of staff will further investigate your complaint. From here, a formal written letter will then be sent back to you within 15 working days of us receiving your complaint.

4. On receiving your letter, if you feel that you are still not satisfied with the outcome, simply email an update and your supporting evidence to enquiries@homelocal.co.uk and also send a letter to 20A High Street, Maldon, Essex, CM9 5PJ. From this point on, one of our company directors will then arrange a separate review.

We will send you a confirmation letter, acknowledging that we have seen your complaint once receiving it. This can take up to 3 working days once received.

Once received, one of our company directors will further investigate your complaint. From here, a formal written letter will then be sent back to you within 15 working days of us receiving your complaint.

5. On receiving your letter, if you feel that you are still not satisfied with the outcome, simply email an update and your supporting evidence to enquiries@homelocal.co.uk and also send a letter to 20A High Street, Maldon, Essex, CM9 5PJ.

We will send you a confirmation letter, acknowledging that we have seen your complaint once receiving it. This can take up to 3 working days once received.

From here, we will then write to you within 15 working days of receiving your request for a review, authenticating our final viewpoint on the matter.

6. An independent review from the Property Ombudsman can also be carried out.  You will be required to submit your complaint within 12 months of receiving our final viewpoint letter with any supporting evidence.

The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP

01722 333 306
www.tpos.co.uk