Complaints Procedure

In the first instance, please raise your complaint directly with us, in writing, so we can look into it properly.

Please provide:

• your name and contact details
• the property or address the complaint relates to, where relevant
• a clear summary of your complaint
• the relevant dates
• what outcome you are looking for
• any supporting documents, where relevant

Your complaint does not need to be perfectly formatted to be considered. A clear written account is enough for us to start looking into it.

You can email us at info@easyhomelettings.co.uk or write to us at:

We aim to acknowledge a written complaint within 3 working days.

This is our own service standard, not a statutory or regulatory deadline.

We will review your complaint fairly, considering the relevant records and information available to us.

We aim to provide a substantive response within 15 working days where reasonably possible. If we need more time, we will explain why and keep you updated.

Our final response will set out the outcome of our investigation and any action we propose to take. We cannot promise that every complaint will be resolved within 15 working days: some complaints are more complex and take longer to investigate properly.

We will provide a final response within the applicable eight-week redress period.

Easy Home Lettings is a member of the Property Redress Scheme.

If you remain dissatisfied after receiving our final response, or if your complaint has not been resolved within eight weeks of your written complaint, you may be eligible to refer the matter to the Property Redress Scheme.

Our Property Redress Scheme membership number is PRS056097.

The Property Redress Scheme is an independent redress scheme. It is not part of Easy Home Lettings or KLIX Ltd. Please check the scheme’s current eligibility criteria and submission requirements directly with them before referring a complaint, as these are set and maintained by the scheme, not by us.

Property Redress Scheme website

Where a dispute relates specifically to the return or allocation of a protected tenancy deposit, the relevant tenancy deposit scheme’s own dispute-resolution process may be the appropriate route, depending on the circumstances. Details of that process are provided by the tenancy deposit scheme protecting the deposit in question, not set out here.