Complaints

Our promise

We want to get things right. If you are not happy with our service, a listing, a viewing or anything else, please tell us so we can put it right.

How to complain

You can reach us by email at Stokegraduatehomes@gmail.com or by phone or WhatsApp on 07459 607936. Please give your name, the home involved and as much detail as you can. Photos and dates help.

What happens next

• We will acknowledge your complaint within three working days.
• Someone not directly involved will look into it, wherever we can, and send you a written reply within 15 working days. If we need longer we will tell you why and when to expect an answer.
• If you are not satisfied, ask for a review by a director. We will reply in writing within 15 working days.

If we cannot resolve it

Letting agents in England must belong to a government-approved redress scheme. Ask us for the details of ours. Once you have had our final response, or if eight weeks have passed since you first complained, you can refer your complaint to the scheme. It is free and independent.

You can also get free advice from Citizens Advice or from Shelter. Concerns about the condition of a home can also be reported to the housing team at your local council.