We're here to listen
At Rock & Root, we aim to provide a personal, professional and reliable service. However, we understand that sometimes things may not go as expected. If you are unhappy with any aspect of our service, we encourage you to let us know so we can understand what has happened and work towards a fair resolution.
How to Make a Complaint
Please contact us by emailing complaints@rockandrootproperties.com and provide:
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Your name and contact details
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The property address, where relevant
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A clear description of your complaint
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Any relevant dates, documents or photographs
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How you would like the matter to be resolved
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We will acknowledge your complaint as soon as possible and review it carefully. We may contact you if we need further information before providing a response.
What Happens Next?
Your complaint will be treated seriously, respectfully and confidentially. We will investigate the circumstances, keep you informed where appropriate and provide a clear response explaining our findings and any action we propose to take.
Making a complaint will not negatively affect your tenancy or the service you receive from us.
Let’s Put Things Right
We believe in open and honest dialogue to help resolve concerns fairly and promptly. If something has gone wrong, we want the opportunity to listen, understand the situation, put things right and improve the way we work.