This is where you should report any issues in your building.

What do I do?

Please email with your problem and we will raise a ticket

This is where you should report any issues in your building.

Complaints Procedure

If we are giving great service, then we want you to tell everyone, if we aren’t, then tell us!

The purpose of the complaints procedure is to deal quickly, effectively and efficiently with your
grievance and where possible, turn a potentially negative situation into a very positive one, through
our care and attention.


We aim to provide a high standard of service to you, our customers, at all times. However, sometimes
things can go wrong and if that happens we are committed to resolving matters promptly and fairly.
For ease we have detailed our complaints processes below.

If you have a complaint, please follow the process below.

Step 1: Please write (by letter or email) to us with the details of your complaint setting out clearly the reasons for your grievance(s) together with dates, names of any staff members you dealt with and enclosing/attaching any supporting evidence.

Step 2: We are required to acknowledge your complaint in writing (letter or email) within 3 working days of receiving it.

Step 3: We will review your complaint and provide you with a formal written outcome of his/her investigation within 15 working days of receiving the complaint.

Step 4: Should you not be satisfied with our response you may write to us at the address below and we will carry out a separate and detached review of your complaint resulting in a final view (“Final View”) which will be sent to you within 15 working days of the matter being escalated to us.

Mark Brockhurst,  Director, Brockhurst Property Ltd, 336 Harold Road, Hastings, TN35 5NF

Email:, Tel: 01273 930225 (all complaints must be in writing)

Step 5: Should you still be dissatisfied after receiving our Final View, then you may refer the complaint to the Property Redress Scheme whose details are below. Please note that you must refer your
complaint to them within 12 months of receiving our Final View for the PRS to consider it.

The Property Redress Scheme, 1st Floor, Premiere House, Elstree Way, Borehamwood WD6 1JH. 0333 321 9418