Compliance

Complaints Procedure

Last updated: 18 June 2026 · Essex & London Property Management Group Limited trading as Housing Placements

Housing Placements (Essex & London Property Management Group Limited) is committed to providing a high-quality service to all our clients — local authorities, landlords, and the households we house. We take all complaints seriously and aim to resolve them promptly, fairly, and transparently. This procedure sets out how to raise a complaint and what you can expect from our response.

1. How to Make a Complaint

You can make a complaint in any of the following ways:

In writing: Housing Placements, 11 Station Road, Harold Wood, Romford, RM3 0BP
By telephone: 0208 419 8865 (Monday to Friday, 9:00am – 5:30pm)
By email or via our online contact form at housingplacements.co.uk/contact

When making a complaint, please provide your name and contact details, a clear description of your complaint, the dates and any relevant reference numbers, and what outcome you are seeking.

2. What Happens Next

We will acknowledge your complaint within 3 working days of receipt. A senior member of our team will investigate your complaint thoroughly and respond in full within 15 working days. If we need more time to investigate, we will write to you to explain the reason for the delay and give you a revised timescale.

3. Our Response

Our response will set out our findings, any action we have taken or will take, and any remedy we are offering. We aim to resolve all complaints at this stage. If you are not satisfied with our response, you can ask for your complaint to be reviewed by a director of the company.

4. Escalation

If you remain dissatisfied after our internal review, you have the right to refer your complaint to the Property Redress Scheme (PRS), of which Housing Placements is a registered member. The PRS provides a free, independent dispute resolution service.

Property Redress Scheme: The Brew, 77 Curtain Road, London, EC2A 3BS. Telephone: 0333 321 9418. Website: theprs.co.uk. You must refer your complaint to the PRS within 12 months of our final response.

5. Complaints from Tenants and Households

If you are a household placed in one of our properties by a local authority and you have a complaint about the property or our management of it, please contact us using the details above. If your complaint relates to the placement decision itself, you should contact the local authority that made the placement.

6. Complaints from Local Authorities

Local authority housing teams who have a complaint about our service, a specific placement, or a property in our portfolio should contact us directly. We will treat all such complaints with priority given the statutory duties involved and will aim to resolve them within 5 working days.

7. Learning from Complaints

We use complaints as an opportunity to improve our service. All complaints are logged, reviewed by senior management, and used to identify areas for improvement. We report on complaint trends and outcomes as part of our annual review process.

8. Confidentiality

All complaints are handled in strict confidence. Information about your complaint will only be shared with those within our organisation who need to know in order to investigate and resolve it, and with the Property Redress Scheme if your complaint is escalated.

Questions about this policy? We're happy to help.