Contact

Procedure for Complaints Handling 

As a firm we want you to be fully satisfied with our service. Sometimes things don’t go to plan and when something does go wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, our staff who you usually deal with will try to resolve it that day, so please tell them in the first instance.

Should they need some time to look into the matter, they will explain why and tell you how long it will take. If you’re not happy with the response you receive from the team, you can get in touch through our formal complaints procedure below.

Please put your formal complaint in writing either by email or letter, including as much detail as possible.

You can ask someone to help you put your complaint in writing if you wish. If you cannot put your complaint in writing, please contact us so we can document your complaint for you.

When contacting us, please tell us:

• your name and contact details
• confirmation of what your relationship is to the property
• the full address of the tenancy property, if you have those details
• the aspect of our service you are complaining about;
• how you would like us to put matters right.We will then respond in line with the timeframes set out below. You can get in touch in two different ways – either by post:Mark Crowley, Hazelhurst Lettings Ltd, 14 Salsibury Road, LL13 7AS                                                        or by email: Info@hazelhurstlettings.co.ukWhat will happen next?

• We will send you a letter acknowledging receipt of your complaint within three working days, enclosing a copy of this procedure.
• We will investigate your complaint. A formal written outcome of our investigation will be sent to you within 10 working days of sending the acknowledgement letter. If there is a reason why we need more time than this we will tell you why.
• If, at this stage, you are still not satisfied with the outcome, you should contact us again and we will arrange for a separate review to take place by a more senior member of staff.
• We will write to you within 10 working days of receiving your request for a review, confirming our final viewpoint on the matter. If we need more time than this we will tell you why. If you still remain dissatisfied, you can then contact Property Redress to request an independent review:

  Property Redress
  
  Limelight
  1st Floor
  Studio 3
  Elstree Way, Borehamwood
  Hertfordshire
  WD6 1JH

  https://www.portal.propertyredress.co.uk/complain/

  Please note the following:

  You will need to submit your complaint to Property Redress within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
  Property Redress requires that all complaints are addressed through this in-house complaints procedure, before being submitted to them for their independent review.

Our Registration certificate can be accessed by clicling on the links below;

PRS MemberShip Certificate-2025-26

We have Client Money Protection in place with the following goverment approved scheme (click links for details)

CMP MemberShip Certificate-2026-27 

We have professional indemnity insurance cover for our services provided by Hiscox 

Professionalindemnitycertificate2025-26

 

LANDLORD FEES

FEE SCHEDULE 13.84 % of rent per Month, invoiced to the Landlord on the first working day of the month for the preceding month. Tenancy set up fee including registering deposit and inventory of one room £60 Should a whole house be taken, as is the case when a group of students rent the property, the inventory costs  will be: 3 Bedroom Property : £90 Each extra Bedroom: £24 For pricing purposes additional reception rooms, bedrooms, studies, conservatories, bathrooms, cellars and other miscellaneous room types are added to the total sum of the number of bedrooms within the property and are charged at £24 per additional room. Additional fees applying to full management service: Preparing an Energy Performance Certificate: £95 Renewal of existing tenancy: £30 Duplication & Testing of extra keys: Key cost plus time and mileage General maintenance: £30 per hour plus 48 pence per mile Gas safety certificate £90 Portable appliance electrical testing: £108 NEIC electrical certificate: £300 General cleaning: £16.20 per hour (All fees and rates include value added tax at the prevailing rate)

Compulsory landlord registration in Wales

Since 23 November 2015, all Landlords with privately rented property let out on a domestic tenancy in Wales are legally required to register with Rent Smart Wales in order to comply with the law.

Information on a landlord’s duty to register is available here.