Complaints procedure

We're a member of The Property Ombudsman scheme, which means every client and tenant has an independent complaints route if something goes wrong and we don't put it right. This page sets out how a complaint is handled, and the timescales you can expect.

Stage one — tell us

Put your complaint in writing — email is fine — to hello@shared-home.co.uk, with enough detail for us to look into it properly: what happened, when, and what you'd like to see put right. We'll acknowledge it within 3 working days and send you a copy of this procedure.

We'll investigate and send you a formal written outcome within 15 working days of receiving the original complaint.

Stage two — ask for a review

If you're not satisfied with that outcome, you can ask for it to be reviewed. With a small team, that review is carried out personally by the director rather than a separate department — but it is a genuine second look, not a rubber stamp of the first answer. We'll respond within a further 15 working days of receiving your request.

Stage three — The Property Ombudsman

If you remain dissatisfied after our final viewpoint — or if more than 8 weeks have passed since your original complaint without a resolution — you can ask The Property Ombudsman to review it independently, at no cost to you.

You'll need to submit your complaint to The Property Ombudsman within 12 months of the date of our final viewpoint, along with any evidence that supports your case. The Ombudsman's decision is binding on us, though not on you.

If you need extra support

If a disability, circumstance or vulnerability makes any part of this process harder to engage with, tell us and we'll make reasonable adjustments — a phone call instead of writing, more time to respond, or a different point of contact.