Legal
Complaints Procedure.
Last updated: 21 May 2026
We aim for excellence on every interaction. When we miss the mark, we want to hear about it — quickly, plainly, and with a clear route to put things right.
What this procedure covers
This applies to landlords, tenants, partners, and prospective clients of Imperium Housing Solutions. Whether the issue is a delayed response, the standard of a property, a fee dispute, or something else entirely — this is the path.
The steps
Step 1 — Tell us informally
Many issues are resolved in a single conversation. Email us or reply to any message we've sent you. Be as specific as you can — what happened, when, and what outcome you'd like. We aim to respond the same business day.
Step 2 — Raise a formal complaint
If the informal route doesn't resolve things, send a formal complaint in writing to the email address below, marked clearly as "Formal Complaint" in the subject line. Include:
- Your full name and contact details
- The property or service involved
- A summary of the issue, in chronological order
- Any documents, photos, or correspondence relevant to it
- The outcome you're seeking
Step 3 — We acknowledge within 3 working days
You'll receive an acknowledgement from us within three working days of receipt, including the name of the person investigating and an indicative timeline for our response.
Step 4 — Investigation and full response within 15 working days
We investigate fairly, review documentation, speak with anyone involved, and write to you with a full response within 15 working days of acknowledgement. The response will include our findings, our reasoning, and any action we're proposing to take.
Step 5 — Final viewpoint within 28 working days
If you're not satisfied with the initial response, you have 28 days to come back to us. We will issue a "final viewpoint" letter within 28 working days of your reply — this is our concluding internal position.
Step 6 — Escalate to The Property Redress Scheme
If you remain unsatisfied after our final viewpoint, you can escalate the matter to The Property Redress Scheme (PRS), of which we are a member. The PRS is an independent redress provider authorised by the UK Government.
You can contact PRS at:
- Website: theprs.co.uk
- Phone: 0333 321 9418
- Email: info@theprs.co.uk
- Post: Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH
You should escalate to the PRS only after you've exhausted our internal procedure and received our final viewpoint, or after 8 weeks have passed since your initial complaint to us — whichever comes first.
Our commitments
- To take every complaint seriously, regardless of size
- To investigate without bias
- To communicate in plain English, with no jargon
- To stick to the timelines above, or explain why we can't
- To improve our service when a complaint reveals a genuine fault