Complaints policy

Introduction

At Habitatly, we are committed to providing high-quality services. However, if you feel we have not met your expectations, this policy explains how you can raise a complaint.

How to make a complaint

You can make a complaint by contacting us via email, phone, or in writing. Please provide as much detail as possible to help us investigate your concern.

Complaint handling process

• Acknowledgment: We will acknowledge your complaint within seven working days.

• Investigation: We will investigate your complaint thoroughly.

• Resolution: We aim to resolve all complaints within 60 working days of receipt. If more time is needed, we will keep you informed.

Escalation

If you are not satisfied with our response, you can escalate your complaint to The Property Ombudsman.

Contact us

If you have any questions about our complaints process, please contact us.