Complaints Procedure

At Realstar we put customer service and commitment to our residents at the heart of what we do. We strive to get it right, first time, every time. But occasionally, things do not go as planned. If this happens we’d really like your feedback. Not only does it allow us to explain (and apologise to you), it also helps us improve our service and our product offering- your home.

Most complaints can be dealt with by our Property Managers that are daily on site with you. They will do their best to resolve the matter quickly, to your satisfaction.

If you think your complaint has not been fully resolved, please do not hesitate to contact our Operations Team at hello@realstargroup.com.

Alternatively, you can write to our Operations Team at the following addresses:

Realstar Management UK Operations Team
7a Howick Place,
London,
SW1P 1 DZ,
UK

For your complaint to be properly registered please give us the following information:

• Your full name (as it shows on your lease)
• The Realstar property you are currently calling home
• Your move in date with us
• Your preferred contact details; email address, phone number or postal address
• Details of the complaint along with the names of any of our staff that you spoke to at the time

If you e-mail us at hello@realstargroup.com you will receive an acknowledgement within 24 hours.

If you write to us at one of the above addresses, we will post you an acknowledgement letter within 3 days of receipt.

Because of data protection rules and our own commitment to the confidentiality of personal details we can communicate only with the residents whose name appears in the lease, or their appointed representative upon receipt of written permission.

All complaints and claims are logged into our internal database and allocated to one of our team members in the operations team. They will investigate and subsequently respond to you either by e-mail or letter no later than 15 days after you have received your acknowledgement. Our operations team member will also give you their name and contact details for any follow-up.

If you feel your complaint or claim has not been resolved

If after receiving a final response from us you still feel your complaint is unresolved you may choose to refer your complaint to The Property Ombudsman (TPO) scheme at www.tpos.co.uk who are an independent Council and has been providing consumer and property agents with an alternative dispute resolution service since 1990.

This service is free to our residents and we will be bound by the decision they make. You will need to refer your complaint to them within 12 months after our final response confirming we have reached a state of “deadlock”.