Complaints Procedure

At LEA Property Solutions, we are committed to providing a high standard of service to all our tenants and clients. We understand that, occasionally, things may go wrong. If you are unhappy with any aspect of our service, we encourage you to tell us so that we can investigate the matter and work towards a resolution.

Stage 1 – Submit Your Complaint

Please send your complaint to us by one of the following methods:

• Through the COHO portal, using the subject line “Official Complaint”
• By email to allusers@leapropertysolutions.co.uk
• By post to: LEA Property Solutions Ltd, Westerfield Business Centre, Main Road, Westerfield, Ipswich, Suffolk, IP6 9AB

Please include:

• A description of your complaint
• Any relevant supporting information
• Your preferred method of communication (email or post)
• Your desired outcome

Stage 2 – Acknowledgement

A Senior Manager will acknowledge receipt of your complaint within 3 working days.

Stage 3 – Investigation

Your complaint will be investigated and a formal response will be provided within 10 working days of the acknowledgement.

Stage 4 – Further Review

If you are not satisfied with the outcome, we will continue to communicate with you in an attempt to resolve the matter. Once we believe all reasonable steps have been taken, we will provide our final position.

Stage 5 – Independent Redress

If you remain dissatisfied following our final response, you may refer your complaint to The Property Redress Scheme within 6 months of the receipt of the final outcome.

LEA Property Solutions Ltd Membership Number: PRS006266

Further information about The Property Redress Scheme can be found at www.theprs.co.uk.

Conduct issues can also be referred to Propertymark if the complainant remains dissatisfied. Please follow this link: propertymark.co.uk/professional-standards/complaints.html.