Complaints

We aim to provide a professional service. If you are unhappy, we want to hear from you so that we can try to put things right.

This page explains how to complain to us and how to escalate your complaint if you remain unhappy. It applies to landlords, tenants, prospective tenants, councils, public-sector partners and anyone else who deals with RNS Homes Ltd.

1. How to make a complaint

Please make your complaint in writing, ideally by email to:

info@rns-homes.com

You can also write to us at:

RNS Homes Ltd
128 City Road
London
England
EC1V 2NX

You may telephone us on 020 3026 4428 to discuss a complaint, but please also put your complaint in writing so that we have a clear record.

Please include:

• your name and preferred contact details;
• the property or engagement concerned, including the address where relevant;
• what happened and when;
• what has gone wrong; and
• the outcome you are seeking.

You may make a complaint through someone acting on your behalf, provided you give us written authority to discuss the matter with that person.

2. What we will do

We will acknowledge your complaint within 5 working days of receiving it.

We will investigate your complaint fairly and provide a full written response. If the matter is complex, we will keep you updated about our progress.

We aim to provide our final written response within 8 weeks of receiving your complaint. If we cannot complete our investigation within that period, we will write to explain why and tell you when you can expect a response.

Our response will explain:

• our findings;
• any action we will take to resolve the matter; and
• what you can do if you remain unhappy.

Please allow us a reasonable opportunity to investigate and resolve your complaint before escalating it. We will not treat a complaint as vexatious, withdraw our cooperation, or disadvantage you simply because you ask about escalation.

We will keep you informed of progress and treat all complaints, and everyone involved, fairly and respectfully. We will not treat a complaint as a reason to end or disadvantage a tenancy or management arrangement.

3. Independent redress

RNS Homes Ltd is a member of the Property Redress Scheme under membership number PRS039748.

The Property Redress Scheme is an independent, government-approved redress scheme for property professionals. If we cannot resolve your complaint through our own procedure, or if 8 weeks have passed and your complaint remains outstanding, you may be able to refer it to the Property Redress Scheme.

Referrals are subject to the scheme's own rules, eligibility criteria and time limits. There is normally a time limit of no more than 12 months from the relevant complaint or from our last communication with you. Please check the current requirements directly with the scheme.

You can contact the Property Redress Scheme directly:

Property Redress Scheme
Telephone: 0333 321 9418
Email: info@propertyredress.co.uk
Address: Limelight, 1st Floor, Studio 3, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH
Website: www.propertyredress.co.uk

Using the Property Redress Scheme does not affect your right to take legal action and does not prevent or replace any statutory rights you may have.

4. Other ways to raise a concern

Tenants may also contact their local council's environmental health or housing team about a property condition issue.

Landlords and others may contact the relevant local authority or professional body where appropriate.

If your complaint concerns how we have handled your personal data, please see our Privacy Notice. It explains how to make a data protection complaint and how to complain to the Information Commissioner's Office.

5. Related pages

• Terms & Service Information
• Privacy Notice

Last updated: October 2026

RNS Homes Ltd
128 City Road, London, England, EC1V 2NX
Registered in England and Wales, company number 12981953