Complaints Procedure

Report complaints to us

We are confident that you should have a trouble-free stay with Pickard Properties. However, in the event of any of our tenants or local residents feeling they would like to make a complaint, this can hopefully be resolved by a simple telephone call to our office on 0113 274 6642  — one of our dedicated and friendly office staff members will be happy to assist.

If you are not satisfied with the response from our team, or have a particular complaint regarding a member of our team (including external contractors) we would always encourage you to put your complaint or concerns in writing. Your comments can be addressed to:

The Lettings Manager
Pickard Properties Ltd
26-30 North Lane
Headingley
Leeds
LS6 3HE

Or email: pickard@pickardproperties.co.uk

We aim to respond to any written communication (via email or letter) within five working days. This includes an initial acknowledgement of the correspondence, should further investigation be required.

Unipol

If you are a student and feel you may need more support regarding a complaint, Unipol is a good option for further advice.

We are members of Unipol’s Code of Standards. Unipol is a charity supporting the student community living in Leeds. A copy of the Code can be obtained directly from us or, alternatively, from Unipol itself via its website: www.unipol.org.uk.

If you have any reason to believe that Pickard Properties has not upheld any part of the standards outlined within the Code, and/or you are not satisfied with the response given by Pickard Properties, you can, of course, present your claim direct to Unipol at:

Unipol Student Homes
155-157 Woodhouse Lane
Leeds
LS2 3ED
Tel: 0113 2430169

Student Advice Centre @ LUU

Alternatively, as a student you can visit the Student Advice Centre at Leeds University Union, which offers guidance and support when you feel that you cannot speak with any of the above.

Head to the Union Foyer or the Advice Office and find a member of the Help and Support team (look out for people in teal blue t-shirts).

Tel: 0113 3801 400

Email: advice@luu.leeds.ac.uk

Property Redress Scheme

We are members of the Property Redress Scheme. Should you unfortunately find that you have a complaint about our services or standards that we have not been able to address and resolve, you can contact the following for further advice:

Property Redress Scheme

Premiere House

1st Floor

Elstree Way

Borehamwood

Hertfordshire

WD6 1JH

Tel: 0333 3219418

Email: info@theprs.co.uk

Pickard Properties membership number: PRS001408

Pickard Properties Ltd

26-30 North Lane
Headingley
Leeds
LS6 3HE