Help Me.
At Houseshare Heroes we strive to provide the best possible service to our tenants and landlords.
Please follow the steps outlined below so we can resolve your request promptly:
Step 1: Initial Contact: Provide as much detail as possible below, including your name, contact information, property address, and a clear description of your request or issue.
Step 2: Our Acknowledgement: Upon receiving your request, we will acknowledge it within 48 hours (excluding weekends and public holidays) to confirm that we have received your message and are will look into your request promptly.
Step 3: Investigation: We will thoroughly look into your request or concern. This may involve reviewing relevant documentation, contacting other staff members or contractors, and gathering any other necessary information. We aim to complete your concern or request within 7 days.
Step 4: Resolution and Communication: Once we have investigated your request, we will provide you with written response detailing the outcome. If we identify any shortcomings on our part, we will offer an appropriate resolution to rectify the issue. In cases where additional time is required for investigation, we will keep you informed of the progress and provide an estimated timeframe for resolution.
Step 5: Appeal Process: If you are dissatisfied with the initial resolution, you have the right to appeal. Please notify us within seven working days of receiving our response, clearly stating your reasons for the grievance. Your grievance will be escalated to a senior member of staff where required, they will conduct a thorough review of the situation.
Step 6: Final Response: Following the appeal review if you are not satisfied, we will issue a final written response within ten working days. This response will outline any changes to the initial response or provide a detailed explanation of the reasons for upholding the original correspondence. At this stage, we consider the request closed.
Step 7: External Mediation: If, after following our internal resolution procedure, you remain dissatisfied with your initial inquiry, you have the option to seek external mediation or arbitration.
Please contact:
We value your feedback and are committed to continuously improving our services. Your feedback helps us identify areas for improvement and ensure that we provide the best possible experience for our tenants and landlords.
Have any questions or need further assistance, please call 01332 730 276 and we will be able to help.
We understand that issues can sometimes arise or fall out of our usual process, we value your feedback. We have established a clear and transparent procedure to ensure that your concerns are addressed promptly and effectively.
