COMPLAINTS PROCEDURE – Rentbee.co.uk

.1. How to Report an Issue or Complaint

To ensure your issue is logged, tracked and responded to correctly, all issues, maintenance requests and complaints MUST be submitted in writing through the Coho tenant portal.

Accepted methods

You may report an issue or complaint using one of the following:

1. Coho Tenant Portal (Preferred and Required)

You must log all problems via your Coho account.

Important: A complaint is not considered reported until it appears in the Coho system under your account.

2. By Post (for those unable to use Coho)

If you cannot use Coho, you must write to:

Rentbee (owned by Planbee.Solutions Ltd)
Parkfield Business Centre
Park Street
Stafford
ST19 5EH

Your letter must include:

Full name

Address / room location

Date

Details of the issue

Any supporting information

We will log your letter into Coho on your behalf.

2. Methods That Do NOT Count as Reporting an Issue

To prevent lost messages and missed repairs, the following do NOT count as valid reporting methods:

Phone calls

Emails

Text messages

WhatsApp messages

Facebook or Messenger messages

Instagram messages

Verbal reports

Speaking to a contractor

Speaking to another tenant

Speaking to staff in person

If it is not in Coho, it is NOT officially reported.

This rule is required for system tracking, audit trails and TPO compliance.

3. Emergency Situations

For emergencies only (e.g., fire, gas leak, serious water leak, power failure affecting safety):

Emergency number: 01785 593592

Examples of emergencies:

Fire, smoke or gas smell

Major water leak causing flooding

Property unsafe to occupy

Total loss of power affecting safety

Breach of security (e.g., door cannot lock)

All non-emergency issues must still be logged in Coho, even if you phone the emergency line.

4. What Counts as a Complaint?

A complaint means you are unhappy with:

A service or action we took

Something not done that should have been

How an issue was handled

How long something took

The behaviour of staff or contractors

A maintenance request is not a complaint.
Maintenance requests still must be logged via Coho.

5. Our Response Times

Once your issue or complaint is recorded in Coho:

Acknowledgement: within 2 working days

Full written response: within 5 working days

If more time is needed to investigate, we will update you through Coho.

6. Two-Stage Complaint Procedure (TPO Compliant)

Stage 1 – Initial Complaint (Handled by Property Management Team)

Your complaint will be acknowledged within 2 working days and fully responded to within 5 working days.

If you are not satisfied with the Stage 1 response, you may escalate to Stage 2.

Stage 2 – Senior Manager / Director Review

If your complaint remains unresolved after 15 working days, you may request a review by a director.

The director will:

Review all documents, communication and evidence

Provide a final written response

Explain your rights to progress the complaint to TPO

This is our Final Viewpoint Letter, required by The Property Ombudsman.

7. Escalation to The Property Ombudsman (TPO)

If you have completed both stages of our internal process and remain dissatisfied, you may contact:

The Property Ombudsman (TPO)
Milford House
43–55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Website: www.tpos.co.uk
Membership No.: D13426

TPO will only review complaints where:

You have followed our full internal procedure

You have received our Final Viewpoint Letter, or

8 weeks have passed since your Stage 1 complaint (whichever is sooner)

8. Keeping Records

All complaints, issues and communication will be stored securely in Coho and Google Drive for audit, safety and legal compliance.

9. Changes to This Policy

We may update this procedure at any time.
The most recent version will always appear on this page.

10. Contact Information

Rentbee (owned by Planbee.Solutions Ltd)
Parkfield Business Centre
Park Street
Stafford
ST19 5EH

Email: [email protected]
Phone (general enquiries): 01785 593592
Emergency only: 01785 593592