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Report maintenance Complaints & Resolving Problems
At The Letting Game, we want to resolve problems quickly, fairly and effectively.
We understand that things don’t always go to plan. If something has gone wrong, we want to make it as straightforward as possible for you to raise your concerns and get the support you need.
There are three ways we can help:
Escalation
If you have an ongoing issue and need someone to step in and help move things forward.
Resolution
If you’re unhappy with something that has happened and would like us to review it informally and help put things right.
Formal Complaint
If you would like us to formally investigate your concerns and provide a written outcome.
You don’t have to follow these options in order. You can make a formal complaint at any time, and choosing Escalation or Resolution won’t affect your right to complain later.
1. Escalate a live issue
Best for: Something is happening now and you need a manager to step in and help get it back on track.
An escalation is about dealing with the live issue, rather than investigating what has already happened or deciding whether something went wrong.
You might choose this option if:
– You are waiting for an important response or update.
– Something is not progressing as you expected.
– You have already raised an issue with a member of our team and need their manager to become involved.
– You need help getting an ongoing matter back on track.
When you request an escalation, we will refer the matter to the relevant department manager within 24 hours. Where possible, the manager will make contact with you during the same working day.
An escalation does not involve an investigation into what may have gone wrong, instead focusing on what is outstanding, provide appropriate managerial oversight and help move the matter forward.
Choose Escalation if your priority is: “I need someone to step in and get this moving.”
2. Request a Resolution
Best for: You are dissatisfied with something that has happened and want us to review it and find a practical way of putting things right.
A Resolution Request is a less formal alternative to making a formal complaint. We’ll review what happened, consider whether things could have been handled differently and work towards a practical solution.
You might choose this option if you are looking for:
– An explanation or reassurance about what happened.
– An apology where something could have been handled better.
– Action to put something right.
– Managerial involvement or improvements going forward.
– Another practical solution we can agree with you.
We’ll consider the relevant information and speak to those involved where necessary, with the aim of reaching a fair and reasonable outcome.
Important: If you are seeking financial compensation for a loss, you should use our Formal Complaints procedure so your concerns can be fully investigated.
If we cannot resolve your concerns informally, you can still make a formal complaint.
Choose Resolution if your priority is: “I’m unhappy with what happened. Please look into it and help put it right, without the need for a formal complaint.”
3. Make a formal complaint
Best for: You want concerns about The Letting Game’s service to be formally investigated and receive a formal written outcome.
Our Formal Complaints procedure provides a structured investigation into concerns about the service you have received from The Letting Game.
This may be the most appropriate route where:
– You believe The Letting Game has failed to meet its contractual or professional obligations.
– You believe our actions or failures have caused you financial loss.
– You are seeking financial compensation.
– The circumstances require a detailed review of evidence or events.
– You want us to make formal findings about how your matter was handled.
– You have previously tried to resolve the issue informally but remain dissatisfied.
– Unlike an Escalation or Resolution Request, a Formal Complaint involves a formal investigation and written response setting out our findings.
You do not need to request an Escalation or Resolution before making a Formal Complaint.
Stage 1 – Formal investigation
We will acknowledge your complaint within 3 working days.
Your complaint will be investigated by an appropriate senior member of staff or complaint handler. We will provide a formal written response within 15 working days of receiving your complaint.
Our response will address the issues you have raised, explain our findings and, where appropriate, set out any action or resolution we propose.
Stage 2 – Internal review
If you remain dissatisfied with our Stage 1 response, you can request a further review.
This will usually be conducted separately by a senior member of staff who was not directly involved in the original matter or Stage 1 decision.
We will aim to provide our final viewpoint within 15 working days of receiving your request for a Stage 2 review, and complete our internal complaints process within a maximum of 8 weeks from the date we receive your original complaint.
If you remain dissatisfied following our final viewpoint, or we have not completed our internal complaints procedure within the applicable timeframe, you may be entitled to refer your complaint to The Property Ombudsman for independent review.
Choose Formal Complaint if your priority is: “I want you to formally investigate what happened and provide me with your findings.”
Which option should I choose?
Not sure which route is right for you? Here’s a quick guide.
Escalation
“I need someone to step in and get things moving.”
We’ll focus on resolving the current issue and agreeing next steps.
Resolution
“I’m unhappy with what happened and want it put right.”
We’ll review your concerns informally and work towards a practical solution.
Formal Complaint
“I want a formal investigation and written response.”
We’ll investigate your concerns through our formal complaints procedure and provide a written outcome.