We want to put things right - and quickly!
Sometimes when you try to complain to a company, it feels as though you are talking to a brick wall. However CityWest Residential will always welcome your feedback!
Whether you are a landlord, tenant or a perspective applicant we will do everything we can to make sure you have a brilliant experience with us. Sadly, we realise that sometimes things will go wrong. When that happens we want to hear about it. Likewise if you have had a brilliant experience with us please let us know!
We promise to actively listen to your comments, suggestions and opinions and use these to improve our service.
Making a complaint:
If you are not satisfied with the service you have received from us and feel it has failed to meet the standards we set out, you can contact our complaints team.
If we cannot fix the problem immediately we will explain why and what we plan to do to resolve the issue for you.
How to make a complaint
You can make a complaint to us in any of the following ways:
Complete our online complaint form (https://www.cwh.org.uk/self-service/make-a-complaint)
- Call: 0800 358 3785
Our complaints procedure
We will aim to resolve your issue there and then. If it is not possible to do that, the service manager will contact you within two working days to advise you what we intend to do to resolve the issue.
If you remain unhappy you can make a formal complaint. Your complaint will be passed to the operations manager of CityWest Residential and you will receive a written response within seven working days.
If you remain unhappy with the outcome of your complaint, then a review will be carried out by the service improvement team. We will write to you within 10 working days to advise you of the outcome.
A request for a review must be made within six months of receiving your response to the initial complaint and you should contact the service improvement team.
The Property Ombudsman
If you still remain dissatisfied, you can make a complaint to the Ombudsman.
The Property Ombudsman Limited
Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP
Tel: 01722 333306
Fax: 01722 332296
Improving the complaints service
We have reviewed the complaints process and put together lessons learned and plans for the future.