Kent Lettings – Complaints Procedure

Lettings Management Done Properly
Protecting your income. Protecting your property. Protecting your peace of mind.

Kent Lettings is committed to providing a professional, transparent, and high-quality service. However, we recognise that sometimes things can go wrong. This Complaints Procedure explains how to raise a concern and how we will handle it.

1. How to Make a Complaint

If you are unhappy with any aspect of our service, please contact us in the first instance so we can resolve the issue as quickly as possible.
Step 1 – Contact Us
Complaints should be submitted in writing by email or letter and include:

  • Your full name
  • Property address (if applicable)
  • A clear description of the issue
  • Any supporting documents or evidence

Email: info@kentlettings.uk
Post: Kent Lettings, 100 Tankerton Road, Tankerton, Kent, CT5 2AH
Telephone (for guidance only): 01227 808065
We recommend putting complaints in writing to ensure a clear record.

2. Acknowledgement & Timescales

  • We will acknowledge your complaint within 3 working days of receipt.
  • Your complaint will be reviewed by a senior member of the Kent Lettings team.
  • We aim to provide a full written response within 15 working days.

If we need more time, we will write to you explaining the reason for the delay and confirm when you can expect a full response.

3. Escalation Process

If you are not satisfied with our response:
Step 2 – Escalation to Management
You may request that your complaint is reviewed by a senior manager or director.
We will acknowledge this request within 3 working days and aim to issue a final written response within 15 working days.

4. Redress Scheme

You must contact TPO within 12 months of receiving our final written response.

5. Record Keeping

Kent Lettings maintains a complaints log which is reviewed regularly to ensure we improve our service and prevent issues from reoccurring.

6. Our Commitment

We treat all complaints seriously and fairly and use them as an opportunity to improve our service.

Kent Lettings
Lettings Management Done Properly
Protecting your income. Protecting your property. Protecting your peace of mind.