Complaints
If something has gone wrong, tell us. It is more useful to us than you might think, and we would rather hear it than have you leave quietly.
If you are in danger
This is not the route. Call 112 or 199 directly, and use the alert button in your account — it reaches our response desk and does not need you to be signed in.
About a payment
Quote the reference from your receipt. Do not pay again — if money has left your account we can see it, and a second payment makes it harder to sort out, not easier.
About a property or a landlord
Tell us which property and what happened. If it differs from what the listing said, say how — a listing that misdescribes a property is our problem, because we inspected it and put our name on it.
What happens next
We acknowledge within one working day and tell you who is handling it. If we were wrong we will say so and put it right. If we disagree we will explain why rather than going quiet.
You can also check a viewing or sign in to see your tenancy before getting in touch — sometimes the answer is already there.