We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
What will happen next?
- We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
- If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
- We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:
The Property Ombudsman Ltd
43-45 Milford Street
01722 333 306
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
We're Award Winning
Elvet Estates was founded in 2014 by the directors of the multi-award winning student housing provider, Bill Free Homes.
We are proud members of:
“I was very pleased with the service from Elvet Estates. Very friendly helpful staff . Professional no-nonsense service and a very quick result. Thank you all.”
“Elvet estate recently helped with renting my house out, literally couldn’t have done it without them, kept us right step by step. They got us a suitable tenant in quickly. Very professional they are very accessible and go that extra mile (sometimes even out of office hours for communication) Brill customer service! Wouldn’t go anywhere else, thanks a lot guys!”
“I found All at Elvet Estates very knowledgeable ,efficient and helpful also very friendly. (Tanya in particular was great) I would definitely use Elvet again.”
“Elvet went above and beyond to make the stressful home selling process as efficient as possible. They were always keeping me informed of progress and were easy to contact and I would have no hesitation in recommending or using them again”
“Elvet estates made buying my first home enjoyable and simple! Tanya was so supportive and helped me with anything she could, always being so kind and friendly! Could not get better support anywhere else! Kept me right all the way through! HIGHLY RECOMMEND! Thank you so much Elvet Estate's couldn't have done it without yous!”
“I would like to compliment Tanya, Rachel and Lucy on the excellent professional service they provided to find a tenant for my new property. Their guidance has been invaluable. They have been reliable, prompt and trustworthy throughout providing an excellent service - I would highly recommend Elvet Estates wholeheartedly. Many thanks again.”