Contact a Branch

If you would like to contact one of our branches then use our branch locator facility to find the appropriate contact details.

Head Office Details

Colwyn House
Sheepen Place
Colchester
Essex
CO3 3LD

Unsubscribing

If you would like to unsubscribe to our auto notify property alert system please contact your local branch or click on the unsubscribe link on any auto notify email that you have received.

Web Site Feedback

We always welcome your feedback, good or bad. Please email us your views to talk.to.us@haart.co.uk. Please note, we are unable to accept other types of feedback via this email address. Use the Branch Locator Facility to contact specific branches.

For all lettings enquiries, please contact lettings@haart.co.uk.

Residential Estate Agency - Making a complaint

Information for Customers

spicerhaart is a member of The Property Ombudsman (TPOS) and we aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Process in place.

The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved at Branch level.

Stage One - Branch Manager

All complaints should, in the first instance, be directed to the Manager of the Branch you have been dealing with.  He or she will endeavour to resolve your complaint immediately, and no later than 5 working days of the first notification.

Stage Two - Divisional Sales Manager/Director

If you remain dissatisfied, you may then further your complaint, which must be in writing, to the Divisional Sales Manager or Director responsible for the Branch in question.  You must write to them within one month of receiving the Branch response. The Branch manager can supply you with the details of the appropriate person.

The DSM/DSD will acknowledge your complaint within three working days of receipt of your letter and provide you with a full written response within 15 working days.

Stage Three - Customer Relations Manager

If you remain dissatisfied, you may address your concerns, in writing, to the Customer Relations Manager (CRM) within one month of the response from the DSM/DSD.  Your letter will be acknowledged within three working days of receipt and you will be provided with a final view written response on behalf of the Company within 15 working days of receipt of your letter.

Customer Relations
spicerhaart
73 High Street
Burnham
Bucks
SL1 7JX

Stage Four - The Property Ombudsman

After you have received a response from the Customer Relations Manager, you may approach the Ombudsman if you are not satisfied with the response given.  Details of how to do this are contained within the final viewpoint letter, TPOS’s Consumer Guide, or online at www.tpos.co.uk. Please note that you must do so within six months of the date of the final letter. TPOS will not consider your complaint until our internal complaints process is exhausted.

Lettings and Property Management - Making a Complaint

If you have a complaint this sets out the procedure, which we will follow in dealing with that complaint.

Informal/Verbal Complaint

Should the need arise a member of staff, usually the Branch Manager, has been appointed in each of our offices to resolve any informal complaint relating to Residential Lettings and Property Management.

Formal Complaint

Should your complaint be more serious you will be requested to send a written summary of your complaint to the branch so it can be investigated properly.

Once we have received your written summary we will contact you in writing within seven days to inform you of what action is to be taken, either to resolve the matter or to let you know what is underway to bring the complaint to a close

Should your complaint not be satisfied at branch level you are asked to write to the Customer Relations who will immediately log your complaint and pass it to the appropriate Regional Lettings Partner responsible for the branch. The issues raised will be further investigated in order to bring them to a conclusion. The address to write to is:

The Customer Relations Manager
haart Residential Lettings
32-34 High Street,
Sutton
SM1 1HF

If you remain dissatisfied with any aspect of our handling of your complaint, then please write to the Managing Director of Spicerhaart Residential Lettings, who, after the above process has been completed, will take it up on your behalf.

Andrew Berry
Managing Director
haart Residential Lettings
1st Floor, 32-34 High Street
Sutton,
SM1 1HF