Support
Complaints Procedure
If something has gone wrong, we want to understand it quickly and respond in a clear, fair and timely way.
How to submit a complaint
Please email your complaint with the property address, a summary of the issue, relevant dates, and any supporting information that may help us review the matter properly.
We will acknowledge receipt and confirm the next steps once your complaint has been logged.
Response timeframes
We aim to acknowledge complaints promptly and provide a substantive response within a reasonable timeframe, depending on the complexity of the issue and whether third parties need to be involved.
Escalation process
If you are dissatisfied with the initial response, you may ask for the complaint to be reviewed internally. Please explain what remains unresolved so we can carry out a further review.
Independent redress
Where required, details of any independent redress route will be provided here following final legal and compliance review.
Contact details
Complaints should be sent to admin@avelloproperty.co.uk. If your complaint relates to a tenancy issue, please include the property address in the subject line where possible.