(Updated 1/12/2025)

At HPS Property Solutions, we aim to provide outstanding service to all clients, landlords, tenants, buyers, and contractors. If you are dissatisfied with any aspect of our service, we want to hear from you so we can resolve the issue promptly and professionally.

1. HOW TO MAKE A COMPLAINT

You can submit a complaint using any of the following:

Email:

📧 hello@hpsproperties.co.uk

Phone:

📞 01223 269962

Post:

HPS Property Solutions
Milton, Cambridge
United Kingdom

In Person:

By scheduling an appointment with the Director.

2. WHAT TO INCLUDE IN YOUR COMPLAINT

Please provide:

• Your full name
• Contact information
• Property address or reference (if relevant)
• A clear explanation of the complaint
• Any supporting documents (emails, images, letters, reports)
• What resolution you are seeking

3. OUR COMPLAINT HANDLING PROCESS

Step 1 – Acknowledgement (within 3 working days)

We will:

• Confirm receipt of your complaint
• Advise who is handling the matter
• Outline the next steps

Step 2 – Investigation (within 15 working days)

We will:

• Review the details and evidence
• Check all internal records
• Speak to anyone involved (staff, tenants, landlords, contractors)

Step 3 – Final Written Response

You will receive:

• A full explanation of our investigation
• Our findings
• Any corrective action we intend to take
• Information on next steps if you remain dissatisfied

4. IF YOU ARE STILL NOT SATISFIED

If you are not happy with our final response, you may take your complaint to our independent redress scheme:

PROPERTY REDRESS SCHEME (PRS)

We are a proud and fully compliant member of PRS.

Website:
https://www.theprs.co.uk

Email: info@theprs.co.uk

Address:
Property Redress Scheme
1st Floor, Premiere House
Elstree Way
Borehamwood
WD6 1JH

You must refer your complaint to PRS within 12 months of receiving our final response.

5. AREA-SPECIFIC COMPLAINTS

Lettings & Property Management

• Maintenance concerns
• Safety/legal compliance
• Deposit disputes
• Contractor performance
• Communication issues

Sales

• Valuations
• Offer handling
• Marketing
• Miscommunication
• Sales progression delays

Tenants & Landlords

• Behaviour concerns
• Tenancy breaches
• Right-to-Rent issues
• Noise/anti-social conduct
• Deposit deductions

6. RECORD KEEPING

We keep all complaint records securely for 6 years, including:

• Complaint details
• Evidence reviewed
• Written responses
• Improvements made

7. COMMITMENT TO IMPROVEMENT

We regularly review:

• Staff training
• Procedures
• Communication standards
• Contractor performance

Every complaint is an opportunity to improve our service.

8. CONTACT DETAILS

HPS Property Solutions
📧 hello@hpsproperties.co.uk
📞 01223 269962