We’re sorry you are unhappy with our service
Let us know so we can put things right

We are sorry you have reached the point where you feel the need to make a complaint.

Our Responsibilities

Lettings & Property Management agents have specific responsibilities and accountabilities, including:

• Ensuring your property is maintained and safe to inhabit
• Responding to repair requests (where the landlord is liable) and ensuring timely completion
• Marketing and leasing of properties
• Screening and selecting tenants
• Rent collection and accounting
• Other management duties, such as enforcing lease agreements

What We Cannot Assist With

We cannot intervene in neighbour disputes, unless:

• The neighbour in question is a tenant of the same landlord.
• Their behavior breaches their tenancy agreement (e.g., anti-social behavior).
• In such cases, we may take action within the confines of their tenancy agreement.

Where making a complaint is necessary, and the issues are within our remit, our complaints procedure is detailed below:

How to Make a Complaint

Submit Your Complaint

• Provide details in writing, including relevant evidence.
• Send via email to Admin@wulstans.co.uk or by post (see Contact Us page).

Acknowledgment

• We will acknowledge receipt within 5 working days.

Investigation & Response

• A full investigation will be conducted.
• A final response will be provided within 8 weeks, including any remedial actions.

Escalation (If Unresolved)

• If 8 weeks pass without a resolution, or you are dissatisfied with our response:
  • You may escalate to the Property Redress Scheme (PRS) (of which we are a member).
  • If PRS does not resolve your issue, you may escalate further to Propertymark.
  • If your complaint is outside our remit, consider seeking advice from:
    • Law Centres
    • Citizens Advice Bureau
    • Housing Advice Centres
    • A solicitor