Complaints Procedure

ANISTENHOMES are committed to providing services of the very highest standards. 

If you feel that we have not lived up to your expectations in anyway, we would like to hear from you so that we can investigate matters which will also help us improve our service. Most complaints can be dealt with by the relevant Manager/Senior Person of the Branch/Department. 

Stage 1:        Area Department  

All complaints should, in the first instance, be directed to the Senior Person in charge of the Area department your matter relates to or you have been dealing with. They will endeavor to resolve your complaint as soon as possible. If you feel, after speaking with the Individual in charge of the Area Department, that your complaint has not been resolved, you are invited to make a formal complaint.

Stage 2:        Office/Branch Manager 

If you remain dissatisfied, you may then further your complaint in written summary including any evidence of documentation presented to the Office Manager for the branch by e-mail to admin@anistenhomes.co.uk or by letter to The Office Manager,Anistenhomes, 369 Green Lane, Seven Kings, Essex IG3 9TQ. Your complaint will be acknowledged within 3 working days of being received and investigation undertaken. 

Upon completion of that investigation, you will be advised of the outcome in writing and within 15 working days of receipt of the written complaint.

Stage 3:        Managing Director

If, after receiving the response in Stage 2, you remain dissatisfied and wish to escalate your complaint, you may write to The Managing Director (MD) by letter, Anistenhomes, 369 Green Lane, Seven Kings, Essex IG3 9TQ. You will receive an acknowledgement within 3 working days. Following the MD’s investigation written statement expressing Anistenhomes’ final view will be sent to you and will include any offer made if applicable within 15 working days of your complaint being received by them. This letter will confirm that you are entitled, if dissatisfied, to refer the matter to The Property Ombudsman (TPO) within 12 months for a review. 

Stage 4:        The Property Ombudsman

After you have received our final viewpoint letter, if you are not satisfied with the proposed resolution, you may approach The Property Ombudsman Service (TPOS) as detailed below. The steps outlined above must be completed in full before proceeding through this route. For the avoidance of doubt, TPO will  only review complaints made by consumers. Please note that any referral must be undertaken within 12 months of receipt of your written complaint. It is also important to note that TPOS will not consider your complaint until our internal complaints procedure has been exhausted.

The Property Ombudsman (TPO) 
Milford House 43-55 Milford Street 
Salisbury 
Wiltshire 
SP1 2BP 

Please note that any referral to The Property Ombudsman must be undertaken within 12 months of the complaint first being reported.