We aim to get things right first time and provide a high-quality service to all our clients.
If something does go wrong, we need you to tell us about it so we can put things right for you
We will try and resolve your issue as quickly as possible and use your experience to improve the way we do things.
How to make a complaint
Please put your complaint in writing and include as much detail as you can.
We will respond to you in line with the time frames set out below.
If you feel we have not sought to address your complaint within eight weeks, you may be able to refer your complaint to The Property Ombudsman
What happens next?
Once we receive your written complaint, we will acknowledge this in writing within three days and send you a copy of our Complaints Policy.
We will then start investigating your complaint. Complaints are normally dealt with by a Director of KTS Estate Management who will review your file and speak to the member of staff you dealt with.
We will inform you of the outcome of our investigation within 15 working days of the date we sent the acknowledgement letter.
If you are not satisfied with our response, you should contact us again and we will arrange for a further review to be carried out by another Director of KTS Estate Management.
We will inform you in writing of our final decision within 15 working days of receiving your request for a review.
If you are still not satisfied after the last stage of the in-house complaint procedure (or more than eight weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.
You must submit your complaint to the Property Ombudsman within 12 months of receiving our final response letter and include any evidence to support your case.
The Property Ombudsman requires that all complaints must have been through the KTS Estate Management complaints procedure before being submitted for an independent review.
Get In Touch
We love to talk, so please give us a call or drop us a line to discuss your property management requirements and we will be delighted to help.
During Office Hours
If you are calling during our office hours, you will reach our digital answering system. We do not answer live calls from within the office to ensure our full attention to the clients we are assisting so always leave a message, including your name, contact number, and the nature of your enquiry, and a member of staff will return your call as a matter of priority.
Unit 2 Park Farm