Complaints Procedure

Our commitment

We want every landlord, agent, tenant and partner who deals with Alali Homes Ltd to receive a professional service. If something has gone wrong, we want to hear about it so we can put it right.

How to complain

Please make your complaint in writing, by email or by post:

• Email: info@alalihomes.com, with "Complaint" in the subject line
• Post: Complaints, Alali Homes Ltd, 86-90 Paul Street, London, EC2A 4NE

Please include your name and contact details, the property address if it relates to a property, what went wrong, and what you would like us to do to put it right. Copies of any relevant documents help us investigate.

What happens next

• We acknowledge your complaint in writing within 5 working days and tell you who is handling it.
• A member of our team who was not directly involved investigates. We may contact you for more information.
• We send you a written response explaining what we found, what we will do, and the reasons for our decision.
• If you are not satisfied with that response, you can ask for it to be reviewed by a director of Alali Homes Ltd, who will send you our final written response.

If you are still not satisfied

If your complaint is about a property, you may also be able to contact the local council for the area where the property is, for example about housing standards or HMO licence conditions.

Fair treatment

Making a complaint will never affect how we treat you. We keep a record of every complaint and use them to improve our service.