Home / Complaints Procedure
CUSTOMER CARE
Last reviewed
2 August 2026
In this procedure
1. Our approach
2. Who can complain
3. What this procedure covers
4. Resolving a concern informally
5. Making a formal complaint
6. Information to provide
7. Stage one: investigation
8. Stage two: final internal review
9. Response times
10. Possible outcomes
11. Independent redress
12. Matters involving third parties
13. Legal proceedings and urgent matters
14. Personal information
15. Accessibility and representation
16. Contact
Actimise takes complaints seriously and uses them to identify service failures, resolve concerns and improve its processes. Complaints will be considered fairly and based on the information available. A person will not be treated unfavourably merely because they have made a genuine complaint. Actimise will seek to understand the issue being raised; review relevant records and communications; provide a clear written response; explain any decision reached; identify appropriate corrective action where a service failure occurred; and keep an appropriate record of the complaint and outcome.
This procedure may be used by landlords; tenants; prospective landlords or tenants; guarantors where directly affected; an authorised representative; or another person directly affected by an Actimise service. Where a representative submits the complaint, Actimise may request evidence that they are authorised to act.
A complaint may concern an Actimise service, action or failure to act, including poor or unclear communication; unreasonable delay; failure to follow an agreed process; inaccurate information; handling of rent or other client money; maintenance coordination; tenant or landlord administration; fees or charges; property advertising or applicant handling; an existing-tenancy handover; conduct of an Actimise representative or instructed contractor; or handling of a previous concern. A request for information, routine maintenance report or ordinary service query will not normally be treated as a formal complaint unless the person clearly asks for it to be recorded as one.
Many concerns can be resolved quickly without a formal investigation. A landlord, tenant or other affected person may first contact Actimise at info@actimise.co.uk. Explain the issue, property address or reference and the outcome being sought. Where the matter cannot be resolved informally, or the person asks for a formal review, it will be handled under the formal procedure below. Using the informal stage is optional. A person may make a formal complaint immediately.
A formal complaint should be sent by email to info@actimise.co.uk. Recommended email subject: Formal complaint – [property address or reference]. State clearly that the communication is a formal complaint. Actimise may accept a complaint in another accessible format where reasonably required.
To help Actimise review the matter efficiently, include where available: full name; preferred contact details; property address or reference; relationship to the property; a clear description of the issue; relevant dates; names of people previously contacted; copies of relevant correspondence or documents; any financial amount in dispute; the outcome being requested; and any accessibility or communication requirement. A complaint will not automatically be rejected merely because some information is unavailable.
The complaint will be logged and reviewed by a person with appropriate authority to investigate it. The review may include examining emails, notes, tenancy records and financial records; speaking with relevant staff, contractors or service providers; requesting further information from the complainant; checking the applicable service agreement and operating procedure; and considering whether an error, delay or communication failure occurred. Actimise will provide a written Stage One response explaining the issues considered, the relevant findings, whether the complaint is upheld, partially upheld or not upheld, any action proposed, and how to request a final internal review.
If the complainant remains dissatisfied, they may request a final internal review. The request should explain which parts of the Stage One response remain in dispute and provide any additional relevant information. Where reasonably possible, the review will be conducted by someone who was not responsible for the original decision or by a person with greater authority. The final response will explain the issues reviewed, the final internal decision, any remedy or corrective action, whether the internal complaints process has concluded, and the available independent-redress route.
Complaint process
1. Complaint received
2. Investigation
3. Written response
4. Final review or independent redress
Acknowledgement: Actimise aims to acknowledge a formal complaint within 3 working days. Stage One response: Actimise aims to provide a written Stage One response within 15 working days of receiving sufficient information to investigate the complaint. Final internal review: Actimise aims to provide a final internal response within 15 working days of receiving a valid escalation request. Delays: if additional time is reasonably required, Actimise will explain the reason for the delay and provide an updated target date. Overall process: Actimise will seek to conclude its internal complaints procedure as soon as reasonably possible and within 8 weeks of receiving the original formal complaint.
These are service targets. A complex complaint, missing information, third-party involvement or urgent legal issue may affect the timetable.
Depending on the findings and circumstances, an outcome may include an explanation; an apology; correction of inaccurate information; completion or reconsideration of an action; improved communication; amendment of a record; review of an internal procedure; staff or contractor feedback; refund or adjustment of a charge where appropriate; or another proportionate remedy. A requested outcome is not guaranteed and will be considered against the evidence, service agreement and relevant obligations.
Letting agents and property managers must belong to a government-approved property redress scheme where the statutory requirement applies. If you remain dissatisfied after receiving Actimise’s final internal response, or the complaint has not been resolved within eight weeks, you may be eligible to refer the complaint to Actimise’s approved property redress scheme. The scheme’s own eligibility rules and time limits apply.
A complaint may involve a landlord, tenant, contractor, referencing provider, inventory provider, deposit scheme, insurer, utility provider or another third party. Actimise will review the aspects relating to its own service. Where another organisation is responsible for part of the issue, Actimise may explain how the matter can be raised with that organisation. Where appropriate and permitted, Actimise may provide relevant information to a third party to investigate or resolve the complaint.
This complaints procedure does not replace emergency maintenance reporting, formal legal notices, court or tribunal procedures, deposit-dispute processes, insurance claims or reports to a regulator or public authority. Urgent risks to health, safety or property should be reported through the appropriate emergency or maintenance process provided during onboarding. Actimise may limit or pause its internal investigation where the same matter is being determined by a court, tribunal, police investigation or another body, where continuing could prejudice that process. The reason will be explained where appropriate.
Personal information used to investigate a complaint will be handled in accordance with the Actimise Privacy Notice. Information may be shared where reasonably necessary with relevant staff, contractors, professional advisers, insurers, redress bodies, regulators or authorities, subject to applicable data-protection requirements.
Privacy Notice
Actimise can consider reasonable adjustments to help someone access the complaints process. A person may request communication by email; a clearer or alternative format; additional time to provide information; assistance from an authorised representative; or another reasonable communication adjustment. Requests should be sent to info@actimise.co.uk.
Formal complaints and questions about this procedure should be sent to info@actimise.co.uk. Recommended subject: Formal complaint – [property address or reference].
Raise a formal complaint
Email Actimise with the property reference, details of the issue and the outcome you are seeking.