Complaints and Compliments

Leydon Lettings Agency wants all its customers to have a rewarding experience.

As well as receiving compliments, occasionally we receive complaints.

We are committed to providing a professional service to all our clients and customers. If things go wrong we need you to tell us about them. This will help us to improve our service going forward and resolve issues as soon as possible.

If you have a complaint, please put this in writing (letter or email) to us. We will then acknowledge and respond in line with the timescales and stages set out below.

Stage 1 – Your Complaint

Please put your complaint in writing either by letter or email and address it to Jane Murrell (Head of Property Management and Customer Care). Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to, enclosing/attaching, any supporting evidence.

Leydon House, 49-50 Castle Street, Canterbury, Kent, CT1 2PY
01227 713913,

Stage 2 – Our Acknowledgement

Your complaint will be acknowledged and we will start our in house complaints process within 3 days of receiving your complaint.

Stage 3 – Our Investigation

Your complaint will be investigated and we will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate within 15 days of receiving your complaint.

Stage 4 – Further Investigation

If you remain dissatisfied, please inform us and we will undertake a prompt and detached review by a member of staff not involved in the transaction. We will then issue a written statement expressing our final viewpoint.

Stage 5 – The Property Ombudsman

Should you remain dissatisfied after receiving our final viewpoint letter you can refer your complaint to the Ombudsman within 12 months of receiving our final viewpoint letter:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
SP1 2BP

Telephone: 01722 333306
Fax: 01722 332296
Website: www.tpos.co.uk
E-Mail:

For more information please read the TPO’s and Ombudsman Services’ Consumer Guide.

If we have not addressed your complaint within 8 weeks, you can refer your complaint to the Ombudsman.

No charge will be made for any complaint we handle.

“How we respond to complaints distinguishes our professionalism. We invite all feedback, good or bad – this sharpens our desire to excel.”

– Bob Leydon (Owner and Director)

Most problems are readily resolved between two reasonable people with action or explanation.