123let.com

Changing the world, one home at a time…

Complaints





Process

123let.com aims to strike a fair balance between the interests of Landlords and Tenants. We operate to a Code of Practice (CoP) recognised by leading industry standards. This covers every aspect of letting Residential & Commercial properties and is designed to provide the highest standards for the private rented sector. The majority of disputes involving Landlords, Tenants and Agents come about because one party or more may have misunderstood their responsibilities. It is important to read your Tenancy Agreement (if you are a Tenant) or your accepted business Terms and Conditions within your Contract (if you are a Landlord) very carefully and make sure that you are keeping to your side of the agreement. Special attention is highlighted regarding Notice Periods for termination of agreements for both Tenants and Landlords to safeguard the needs of everyone associated, Tenants, Landlords & Agents so please read those terms very carefully prior to proceeding to make a complaint.




What if I am not happy with the performance of 123let.com?
As a member of UKALA we belong to the Ombudsman Services: Property independent dispute resolution scheme for property redress purposes. We are required to operate and abide by an in-house complaints process, in accordance with the UKALA Code of Practice (CoP) If you are unhappy with the performance of 123let.com as your Agent you should write to us in the first instance and give us a reasonable opportunity to resolve the issue. All disputes must be addressed within the timeframe shown below to provide adequate opportunity to recall all information required and a response to you. Any complaint issued/received outside the required timeframe or after the Closure/End/Termination of business between you and us will be rejected and no response actioned.

If you are a Tenant / Prospective Tenant*
: You must report any dispute/complaint/banking error within 7 days of last rent payment being paid from you to us. Any dispute/complaint/banking error delivered after this seven (7) day timeframe will be rejected and may not be responded to. Any repair to the property must be advised to us in writing or email: info@123let.com immediately to which we will reply within 14 days and execute any remedial works required (pending entry into the property). To enable an investigation into a complaint you (the Tenant) must have adhered to the terms within your Tenancy Agreement and/or your Terms & Conditions (Contract) of business..

If you are a Landlord*
: You must report any dispute, complaint or banking error within seven (7) days of last rent payment being paid from us to you or within seven (7) days of the alleged incident or dispute. Any dispute, complaint or banking error delivered after this seven (7) day timeframe will be rejected. It is the sole responsibility of the Owner/Landlord(s) to ensure all funds are received into your nominated bank account regarding rents received, any error must be reported to Us within the seven (7) day time limit with no exceptions. If you have a compliant about any issue relating to our service regarding the letting/management of your properties, you must direct this in writing to "The Managing Director" within seven (7) days of last rent payment paid by us to you or within seven (7) days of the alleged incident or dispute stating the rental property address, the date, nature of the complaint & reasoning behind it, this must be delivered ONLY via email: info@123let.com and supported by a written hard copy via Royal Mail recorded delivery to 123let.com, 1017 Industrial Boulevard, Suite 16255, Louisville, Kentucky (KY) USA where it will be investigated and a potential resolution offered within 30 days. Any complaint received by 123let.com after this seven (7) day timeframe will be rejected and may not be replied to. Upon a complaint reported within the seven (7) day timeframe, an investigation will be implemented with The Managing Directors decision being "final and cannot be contested', this you have agreed to in Your contractural agreement. Any complaint issued/received after the required seven (7) day timeframe or following the closure, termination of business between You and Us, or the failure by a Owner/Landlord to comply with the required Three (3) months Notice Period for termination will be automatically rejected without the right of appeal with no response actioned. To enable an investigation into a complaint you (the Landlord) must have adhered to all the Terms within both the Tenancy Agreement in existence and your Contract, Terms of business with Us. "Caveat Emptor" is present and agreed by You within the Landlords Legal Contract, Terms of Business, Tenants Tenancy Agreement (AST) and Complaints Procedure so please be aware of this prior to any complaint.
Complaints sometimes occur due to the misunderstanding of legal requirements and obligations between all parties, Landlords especially must follow strict guidelines, their Terms and Conditions of Business with the Agent (Contract) and behaviour towards Tenants rights (Tenancy Agreement - AST) as stated within this website and their Legal binding Contract. Please ensure you have read, digested and fully understand all those Conditions and Your Obligations especially regarding Notice Periods, termination notification & Exit fees prior to formulating any complaint.



What are the timeframes for making a complaint?
There are strict company rules when we the Agent & the Ombudsman Services can accept a complaint*
For all complaints you must adhere to the following without exception:

If you are a Tenant / Prospective Tenant*:

You must report any dispute/complaint/banking error within seven (7) days of last rent payment being paid from you to us via standing Order in writing to The Managing Director within seven (7) days of last rent payment paid by us to you via BACS stating the property address in question via email: info@123let.com and supported by a written hard copy via Royal Mail recorded delivery to 123let.com, 1017 Industrial Boulevard, Suite 16255, Louisville, Kentucky (KY) USA 

If you are a Landlord*: You must report any dispute/complaint/banking error within seven (7) days of last rent payment being paid from us to you. Any dispute, complaint or banking error received after this seven (7) day timeframe will be rejected and may not be responded to. If you have a compliant about any issue relating to our service regarding the letting or management of your property(s) you must direct this in writing to "The Managing Director" within seven (7) days of last rent payment paid by us to you  stating the property address, date, grievance or dispute in question, this MUST be via email at info@123let.com and by a hard written copy via Royal Mail recorded delivery to 123let.com, 1017 Industrial Boulevard, Suite 16255, Louisville, Kentucky (KY) USA (please see addition information above)

Any dispute/complaint/banking error delivered after this seven (7) day timeframe will be rejected and may not be responded to.



If you receive our final response to a complaint and you remain unhappy providing you have adhered to the seven (7) day timeframe conditions* (see above) and the complaint is still unresolved, an Ombudsman may be able to assist providing you have adhered to the above terms in full.
You can contact UKALA in writing: email: info@ukala.org.uk Address: UKALA, 2nd Floor, 200 Union Street, London SE1 0LX.
About Ombudsman Services: Property Ombudsman Services give independent and impartial decisions on complaints. The service is free for consumers (Landlords and Tenants) They operate under appropriate legislation and with the approval of regulatory authorities and trade bodies such as UKALA. Ombudsman Services are not a watchdog or regulator, their job is to resolve complaints not punish Agents they resolve complaints against. Ombudsman Services are independent so do not take sides.

How do Ombudsman Services handle complaints? Ombudsman Services help to resolve complaints as quickly as possible with the most appropriate outcome. They aim to resolve complaints using negotiation. Complaints are usually resolved with six to eight weeks but can take unto 2 years or more. Ombudsman Services role is to resolve the complaints appropriately for everyone. They are not there to punish companies or Agents when things go wrong.