Customer Care Policy

Lettings – Home Connect Ltd

As members of The Property Ombudsman Scheme (TPOS), Home Connect Ltd is committed to providing the highest standards of service to all our clients. However, should you feel dissatisfied with any aspect of our service, our Customer Care Policy below outlines the process for resolving your concerns. Should the matter remain unresolved to your satisfaction, you may escalate it to The Property Ombudsman for an independent review.

Stage 1 – Initial Complaint
If you have a grievance, please submit it in writing in the first instance to:

Mr Ganesh Babu
Home Connect Ltd
426 High Street North
Manor Park
London
E12 6RH

Your complaint will be acknowledged within 3 working days of receipt. We will conduct a thorough investigation in line with our internal procedures and aim to provide a formal response within 15 working days.

Stage 2 – Senior Review
If you are not satisfied with the response received from Stage 1, you may request a further review of your complaint by writing to:

Mr Ahmed Ali
Home Connect Ltd
426 High Street North
Manor Park
London
E12 6RH

Stage 3 – Independent Redress (TPOS)
If you remain dissatisfied after the final stage of our in-house complaint procedure, or if more than 8 weeks have passed since your initial complaint, you may refer the matter to The Property Ombudsman. This service is free of charge. Please note that complaints must be submitted to the Ombudsman within 12 months of receiving our final viewpoint letter and must include any supporting documentation.