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Urban Residential Complaints Procedure


Our complaints procedure has been structured to ensure that any concerns are dealt with as quickly and efficiently as possible in optimum time. Please follow the process below to enable the same:


1- Speak with the Negotiator / Property Manager

In order that your concerns are addressed as efficiently as possible in the first instance we ask that you raise the issues verbally with the individual dealing with your matter in the relevant department.

If you feel your complaint has not been resolved, please follow step 2.


2- Write / Email to the Branch / Departmental Manager

Your complaint will be acknowledged within THREE working days of receipt and an investigation undertaken. A formal written outcome of the investigation will be sent to you within 15 working days.

If you still feel your complaint has not been resolved, please follow step 3.


3- Write to the Director of Customer Services/ Compliance

Urban Residential

FAO: Director of Customer Services and Compliance

207 Liverpool Road North


L31 2HH


This complaint will also be acknowledged within 3 working days of receipt and a further investigation undertaken considering prior information provided and further responses. A formal written response will be sent to you within 15 working days.


Following the Directors investigation, a written statement expressing our final view and decision will be sent. This will include any acknowledgement, remedy or proposed outcome made.


This letter will confirm that if you are dissatisfied then you are entitled to refer the matter to The Property Ombudsman – please see details below.

  • If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP - Tel 01722 333 306 / /


Please note the following:

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 complaint’s procedure, before being submitted for an independent review.