Complaints Policy

For landlords partnering with R House
Version 1.0. Effective from 01.10.26. Reviewed annually.

1. Our Commitment

R House manages your property with the standard of care set out in our management agreement. When something falls short of that standard, we want to know. A complaint is not an inconvenience to us. It is information we act on.

We are selective about the landlords we work with and the properties we take on, and we hold ourselves to the same standard we ask of everyone in our team. This policy sets out how we handle a complaint from a landlord, what you can expect from us at each stage, and what to do if you remain unsatisfied with our response.

2. What This Policy Covers

This policy applies to any expression of dissatisfaction from a landlord about the service provided by R House, whether that concerns communication, maintenance coordination, compliance handling, tenant management, financial administration, or any other part of our fully managed service.
It does not cover matters that sit outside our management remit, such as disputes between a landlord and a third party unconnected to R House's service, or matters relating to rental income or trade invoices, which R House does not receive or pay directly.

3. How to Make a Complaint

Most concerns are resolved quickly and directly. We would rather hear from you as soon as something is not right than have it become a larger issue later.

In the first instance: contact your usual R House point of contact by phone or email, and explain what has gone wrong.

If you would like to raise a formal complaint: put it in writing to rebecca@rhouseuk.co.uk or by post to Rebecca Brennan, RHouse UK Ltd, Unit 3 Sheeplands Farm, Twyford Road, Wargrave, RG10 8DL . Please include your name, property address, and a clear description of the issue.

4. The Stages of a Complaint

Stage	What happens	Timescale
Stage 1, informal	Raised directly with your property manager or main point of contact. Most concerns are resolved at this stage.	Acknowledged within 3 working days
Stage 2, formal	Submitted in writing and logged as a formal complaint. Reviewed by a senior member of the R House team not directly involved in the matter.	Acknowledged within 3 working days, full written response within 8 weeks
Stage 3, escalation	If you remain dissatisfied after our final response, or if 8 weeks have passed without one, you may refer the matter to the Property Redress Scheme.	Within 12 months of our final response

We will keep you informed at every stage. If we need more time to investigate a complex matter, we will tell you why and give you a revised date for our response.

5. Referring a Complaint to the Property Redress Scheme

R House UK Ltd is a member of the Property Redress Scheme (PRS). If you have completed our internal process and remain dissatisfied with our final response, or if 8 weeks have passed since you raised your formal complaint without a response from us, you may refer the matter to the Property Redress Scheme.

The Property Redress Scheme is an independent, government approved redress scheme for the property sector. Full details of how to submit a case, including current contact details and any time limits that apply, are available directly from the scheme.

6. How We Investigate

1. Your complaint is logged and acknowledged within 3 working days of receipt.
2. It is reviewed by a senior member of the R House team who was not directly involved in the matter you have raised.
3. We gather the relevant facts, which may include speaking with the team members involved, reviewing correspondence, and checking records held in COHO.
4. We write to you with our findings and, where appropriate, the action we intend to take, within 8 weeks of your formal complaint.
7. Record Keeping
Every complaint is recorded, along with the outcome and any action taken. This record helps us identify patterns and improve our service over time. It is retained in line with our data protection obligations and can be provided to the Property Redress Scheme if a complaint is escalated.
8. Reviewing This Policy

This policy is reviewed annually, and sooner if there is a relevant change in legislation, such as the Renters' Rights Act, or in the requirements of the Property Redress Scheme. The current version and effective date are shown at the top of this document.