Complaints

Complaints

The Environment Protection Act 1990

Statutory Nuisances are something that could be harmful to health or nuisance relating to the following:
 
  • Premises 
  • Smoke emitting from the premises 
  • Fumes or gas emitting from the premises 
  • Dust, steam, smell, effluvia arising on industrial, trade or business premises 
  • Amy accumulation or deposit 
  • Any animal kept in such place of manner 
  • Noise emitting form the premises 
 
Any complaint relating to any of these must be directed to the local authority. 

Noise Act 1996

Local authorities investigate around noise form dwellings. All complaints relating to noise from dwellings, must be directed to the Local Authorities.

Noise and Statutory Nuisance Act 1993 

Street noise  between 11pm and 7am – again should be directed to the local Authority.

Deposit Disputes 

We use the Government approved 'MyDeposits' to manage your deposit, if your property has a deposit. 
 
If a dispute arises that cannot be resolved between myhouse agents/landlord/tenant then mydeposits offers an Alternate Deposit Resolution service and if all parties agree then the decision made considering evidence by an adjudicator is final. 
 
If the ADR is not chosen then the procedure offered by the small claims court is the alternate. 

Complaints against myhouse Agents 

For Landlord or tenant:
 
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. 
 
  1. If you have a complaint then you must raise the issue with person you have the complaint and allow them a reasonable amount of time to reply. 
  2. If you are not satisfied with the outcome then please put the complaint in writing  (with as much detail as Possible). On receipt we will provide reply within the time frames set out below; 
 
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 are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Redress Scheme . 
 
  1. If you are not satisfied with the outcome of the internal complaints procedure set out above then you may take your complaint to the Property Redress Scheme (PRS). 

Complaints against a landlord

We will always investigate this to the best of our abilities and advice within our professional capacity. Yet we will always advise you seek independent advice from the Citizens advice Bureau or a solicitor. 

Complaints against a tenant

We will always investigate these to the best of our professional capacity, for breaches in tenancy agreements. We will discuss/write to tenants to resolve with a time fame to resolve and clearly explain the consequences of any breach. If the breach is not resolved then the landlord has options further utilising  Section 8 and/or 21 notices under the Housing Act 1988.