Speak to a member of our Customer Experience team
Our Customer Experience Champions are on hand to assist and listen to you! If things haven't gone as expected, we'll work with you to make things right.
Our customers are at the heart of everything we do. We know that our service is the golden thread that runs through our business. From the moment our team members join us, we ensure that the service we provide to our customers is discussed from day one.
We're very proud to have been able to design and deliver our own bespoke customer service training that all our team members go through. Our training illustrates the high standards we set for our customer service, promotes self-awareness and helps our team members deliver the next-level service our customers expect of us.
We recognise that sometimes things go wrong despite our best efforts. If that's the case, we'd love to hear from you. We regard any feedback from our customers as a gift - if things are going wrong, we want to hear about your experience. Without that customer feedback, we can't put things right or prevent the same issues from occurring in the future.
3.7k
Agents who trust and work with us
£1.1m+
Paid to Agents in commission
1.2k+
Tenant references processed in one day
30+
Years of experience supporting our customers
All statistics provided are correct as of June 2023 and represent 12 months figures for 2022
🤗 Customer Promises
Think Big
Do Bigger
HELP US IMPROVE BY SHARING YOUR FEEDBACK
Make a complaint or share some love
Telephone
Check our reviews
customer.experience@homelet.co.uk
Our team aim to reply within two business days.
Write to us
Customer Experience, HomeLet, Hestia House,
Unit 2 Edgewest Road,
Lincoln, LN6 7EL
Our complaints policy
Overview
At HomeLet, we are committed to ensuring that we achieve a high level of service for our customers. If you are dissatisfied, we would like to hear about it so that we can both investigate your particular complaint and also improve our service in the future. Your complaint will be reviewed promptly and fairly by an independent party to the complaint itself.
If you wish to raise a complaint
You may raise your complaint in writing using the contact information stated on this page or you can email customer.experience@homelet.co.uk. You can also contact us on 0330 333 7126.
Process
We will promptly acknowledge your complaint and will try to resolve your complaint at that stage. Where this is not practicable, we will write to you within 5 working days informing you whether further investigation is necessary.
If the complaint has not been resolved within 4 weeks of receipt, we will write to you with an update.
If, following our investigation and response to you, you are not satisfied with the outcome or we do not complete our investigation within 8 weeks, you may be eligible to contact the Financial Ombudsman Services (FOS). If so, details of this will be provided to you in our response.
If you are dissatisfied with the outcome, and your complaint is in relation to a regulated product such as general insurance, you may be able to refer your complaint to the Financial Ombudsman Service (FOS), free of charge – but you must do so within 6 months of the date of our final response letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances, for example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
Their contact details are shown below, and we will include a copy of the FOS leaflet with our final response letter.
Further information can be found here.
Their contact details are as follows:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR
Telephone: 0800 023 4567 (calls to this number are free on mobile phones and landline) or 0300 123 9123 (Calls to this number cost no more than calls to 01 and 02 numbers.)
Email: complaint.info@financial-ombudsman.org.uk
