Last updated: August 2026
We aim to provide a good service to every landlord and tenant we work with, but we recognise that things can occasionally go wrong. If you’re unhappy with any aspect of our service, we want to hear about it and put it right.
In the first instance, please raise your concern directly with your usual point of contact — many issues can be resolved quickly this way. If you’d prefer to make a formal complaint, or your concern hasn’t been resolved, please put it in writing to:
Please include your name, contact details, the property address (if relevant), and as much detail as possible about your complaint.
As a UK letting agency, we are required to belong to a government-approved redress scheme. If you have followed our internal complaints procedure and remain dissatisfied with the outcome, you may be able to refer your complaint to our redress scheme — details will be confirmed here and provided in our final response letter.
Where we hold client money, such as rent or deposits, this is protected under a Client Money Protection scheme, in line with UK letting agency regulations. Details of our scheme membership are available on request.
If you have any questions about this procedure, contact us at info@keyhomesletting.co.uk.