Tell us what you think

We want to provide you with the best possible service, so we welcome feedback on what we've done well and what we could do better.

When you give us feedback we will make sure we listen to your comments, suggestions and opinions and use these to improve our service.


If you want to compliment our team on the service you have received you can This email address is being protected from spambots. You need JavaScript enabled to view it. or leave us a review on Feefo.

If you feel unsatisfied with our service please contact the team member you were dealing with directly in the first instance and they will try and resolve any issue you have within five working days.

To ensure we can provide you with the best possible response to your complaint, you should contact us within 12 months of the incident or issue you are raising, unless there is good reason for not doing so.

Making a formal complaint

  1. If you remain unsatisfied, you can log a formal complaint by calling 0207 245 2143 or emailing This email address is being protected from spambots. You need JavaScript enabled to view it. Your complaint will be acknowledged within two working days and you will receive a full response from the relevant Manager after 15 working days.
  2. Following this, if you feel that your issue has still not been resolved, you can request that your complaint is reviewed by the Director of CityWest Residential. They will then respond in full within 15 workings days, with potential recommendations or next steps.

If are not happy with the response from our process, you can also make a complaint to the Property Ombudsman (TPOS).

Please note:

  • Complaints to TPOS, should be made within 12 months of receiving your final letter from the Director
  • TPOS will not consider your complaint until our internal complaints procedure has been exhausted
Senior Lettings Negotiator
Diego Bottigliero