Placefirst Complaints Procedure 

At Placefirst, we are committed to providing an excellent service throughout both the application process and your journey as a resident. While we receive very few complaints, we recognise that there may be occasions when things do not go as expected. 

 If you wish to make a formal complaint, please follow the process outlined below. 

Stage One  

1. Submit your complaint in writing either: By email to complaints@placefirst.co.uk, or 
2. By post to: Resident Services Team Suite 7.1, 8 Exchange Quay Salford M5 3EJ 

• We will acknowledge receipt of your complaint within 2 working days, using your preferred method of communication where possible. 
• We will undertake a full investigation, which may include reviewing documentation, internal processes and any evidence you have provided. We aim to complete this investigation within 10 working days and will issue a formal written response setting out our findings and any proposed resolution. 
• Upon receipt of our response, you are invited to provide any further comments or information. We hope that a satisfactory resolution can be reached at this stage. 

Stage Two 

1. If you remain dissatisfied with the outcome of Stage One, you may request that your complaint is escalated to the Lettings Manager or Senior Resident Services Manager. A Complaint Referral Form will be provided for completion and return. 
2. Once the completed referral form has been received, we will acknowledge it within 3 working days and commence a further review. 
3. The Lettings Manager or Senior Resident Services Manager will conduct an independent review of your complaint, including the original investigation and response. A formal written decision will be issued within 10 working days of the escalation being acknowledged. 

Stage Three 

If you remain dissatisfied following Stage Two, you may request that your complaint is escalated to the Head of Resident Services or Head of Lettings. 

2. The Head of Resident Services or Head of Lettings will acknowledge receipt of your complaint within 5 working days and undertake a comprehensive review. This will include consideration of the complaint itself, the investigations undertaken at previous stages and, where appropriate, any further enquiries required to fully assess your concerns. 

3. A final written response, setting out our findings and recommendations, will be issued within 10 working days of receipt. This response will represent Placefirst's final position on the matter. 

Stage Four - Independent Redress 

If, having completed our internal complaints procedure, you remain dissatisfied with our final response, you may refer your complaint to the Property Redress Scheme (PRS). 

Information on how to do this will be included within your Final Response Letter and can also be found at: 

https://www.theprs.co.uk/Consumer 

Before referring your complaint to the Property Redress Scheme: 

• You must first have followed and completed Placefirst's internal complaints process. 
• You must allow Placefirst up to 8 weeks to investigate and respond to your complaint. 
• If you remain dissatisfied, or you have not received a response within 8 weeks, you must refer your complaint to the Property Redress Scheme within 6 months of the date of our Final Response Letter. 
• The Property Redress Scheme will not consider complaints until Placefirst's internal complaints procedure has been fully exhausted.