Complaints procedure

Last updated: 29 October 2026

This procedure is for landlords, tenants, prospective customers and anyone wishing to complain about Harlington Property Management’s service. Making a complaint is free.

Tell us what happened

You can contact the person you have been dealing with to raise a concern. You can also make a formal complaint straight away.

Please send your complaint by email or letter to:

Email: complaints@harlingtonproperty.co.uk

Post: Complaints, Harlington Property Management Ltd, 5 Sharrow Vale Road, Westbrook Court, Sheffield, S11 8YZ, England

To help us understand the issue, please include:

• Your name and contact details.
• The property address, if relevant.
• What happened and when.
• Copies of relevant correspondence or other supporting information.
• What you would like us to do to resolve the matter.

If you need help putting your complaint in writing or need us to communicate in a different way, please let us know. We will discuss reasonable adjustments with you.

We will acknowledge and investigate

We will acknowledge your complaint in writing within 3 working days of receiving it and confirm who will deal with it.

We will review the relevant records, speak to the people involved where appropriate, and consider the outcome you are asking for. We will send you a written response within 15 working days of receiving your complaint.

Our response will explain what we found, the reasons for our decision and any action we propose. If we need more time, we will explain why and give you an updated response date.

If you would like a further review

If you remain unhappy, please tell us which parts of our response you disagree with and why. You do not need to repeat everything you have already sent.

We will arrange a further review and explain who will carry it out. Where possible, the reviewer will not have been directly involved in the matter. We will send our final written response within 15 working days of receiving your review request.

We aim to complete our internal process within eight weeks of receiving your original written complaint. A delay or request for a review does not restart that period or remove your right to seek independent redress.

Independent review through Property Redress

Harlington Property Management is a member of Property Redress, an independent, government-approved redress scheme. Its service is free for people making a complaint.

If you remain dissatisfied after our final written response, or your complaint remains unresolved after eight weeks from your written complaint, you can ask Property Redress to consider it, subject to its rules. You do not need to wait indefinitely for us to issue a final response.

Property Redress normally requires you to raise the matter with it within 12 months of your last communication with us about the complaint. Its current rules also explain when it may consider a complaint earlier.

Find out how to raise a complaint with Property Redress.

Deposit disputes and repairs

A disagreement about how a deposit protected by TDS Custodial should be divided follows the TDS repayment and dispute process. Please see our deposit protection page. A complaint about Harlington Property Management’s handling of the matter can still be raised through this procedure.

Please continue to report repairs and safety concerns through the property’s usual reporting arrangements while a complaint is being considered. This complaints process does not replace those arrangements. For problems with a home managed by Harlington Property Management that cannot wait until we reopen, call 01302 206127.

How we handle your complaint

We will treat you fairly and respectfully. Making a complaint will not lead to less favourable treatment. We will share information only as needed to investigate and respond, meet our obligations or deal with the independent redress process. We use complaints to identify where our service can improve.