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Complaints procedure

We are sorry you are unhappy with our service.

Wulstans aims to resolve concerns clearly and fairly. If you need to make a complaint, please follow the process below.

Contact WulstansView compliance resources
Documents and complaint procedure paperwork

Our responsibilities

  • Ensuring managed properties are maintained and safe to inhabit where the landlord is liable.
  • Responding to repair requests and arranging timely completion where applicable.
  • Marketing and letting rental properties.
  • Screening and selecting tenants.
  • Rent collection, accounting and other agreed management duties.

What we cannot assist with

Wulstans cannot usually intervene in neighbour disputes unless the neighbour is a tenant of the same landlord and their behaviour breaches their tenancy agreement.

Where the issue falls outside our remit, you may need advice from Citizens Advice, a housing advice centre, a law centre or a solicitor.

How to make a complaint

Submit your complaint

Please provide details in writing, including any relevant evidence. You can send this by email to Admin@wulstans.co.uk or by post.

Acknowledgement

Receipt of your complaint will be acknowledged within 5 working days.

Investigation and response

A full investigation will be conducted. A final response will be provided within 8 weeks, including any remedial action where appropriate.

Escalation if unresolved

If 8 weeks pass without resolution, or you are dissatisfied with the response, you may escalate the complaint to the Property Redress Scheme. If PRS does not resolve your issue, you may escalate further to Propertymark.