Complaints Procedure

HMO Management Agency are committed to delivering the highest standard of service to all of our customers. We listen carefully to the views of our customers and respond accordingly. If you should wish to lodge a formal complaint, please follow the structured protocol below.

Speak directly to the office Manager

The first step is to verbally raise your concern with the appropriate office manager at HMO Management Agency.
If you don’t manage to resolve your issue then you should:

Write a letter to the Director

Your views are important to us and we will swiftly respond within 3 working days of receipt of your letter. We will then initiate an official investigation. You will be sent a formal letter within 15 days outlining the outcome of the investigation.
If you don’t manage to resolve your issue then you should:

Write a letter to the Director of Customer Services and Compliance of HMO Management Agency

Director of Customer Services and Compliance of HMO Management Agency
First Floor, 7A Castle Street
High Wycombe, HP13 6RZ

Again, you will be sent an acknowledgement of your request within 3 working days of receipt of your letter. We will then initiate further investigations.

You will then be sent a formal letter within 15 days outlining the outcome of the investigation.
A written statement will be sent that details Hunter Ashley Sales and Lettings final view of the investigation. Any offers made will be outlined in this this letter. At this point if you are not satisfied then you are entitled to request a review of the issue by the Property Ombudsman within 12 months.

Refer the matter to the Ombudsman

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.