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complaint

Customer Complaint Procedure

We value the opinions of our customers and clients and are committed to providing a professional service at all times. If something does not go as well as expected we want to hear about it. In line with PRS Code of Practice our complaint handling procedure is outlined below:

1. In the first instance you should write to the Manager of the office cs@cityrooms.com, giving full details of your complaint. Once your complaint has been received, we will acknowledge receipt within 3 working days. An investigation will then be undertaken and you will receive a response to your complaint within 15 working days.

2. If you are not satisfied with the response given by the Manager, or the matter remains unresolved, you can escalate your complaint to the Managing Director for our company final viewpoint. You can email them via md@cityrooms.com or write to them at the following address: 1st floor, 3-5 Globe road, London E1 4DT.

A final investigation will be undertaken at this point and a written response will be sent to you within 15 working days detailing our company’s final viewpoint.

PRS requires that any complaint should be addressed through our Complaints Procedure prior to being submitted to them for their independent review.

3. If you remain dissatisfied with our company’s final viewpoint you can then refer your case to PRS for their review. Details of their complaints procedure and form can be found on their website https://www.theprs.co.uk/ along with their Code of Practice and Terms of Reference.

You have 12 months from the date of our company final viewpoint to refer the matter to The Property Redress Scheme. If you require any further details of the complaints procedure please do not hesitate to contact us.

info@cityrooms.com

City Rooms is a trading name of Oliver Walton Limited.

Registered office: 1st floor, 3-5 Globe Road, London E1 4DT. No. 07075684

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What our clients say

We are landlords and recently rented to City Rooms and they are extremely professional and their in-house Maintenance team are superb. We would highly recommend to any fellow landlord. .
/ Karen Bain
I would like say, once again, how impressed I am with City Rooms. I would remark on the professionalism and responsibility of the agency, and how pleasant everyone was. This has been a complete change from my past experience with estate agents.
/ Anna Hudson, London
Incredible experience, very easy to work with and no doubt would I work with them again.
/ Max Lochrie
I find City Rooms are excellent agency. Being a landlady my experience with City Rooms has been stress free. The management team are great, particularly Jessica who deals with all my repairs and queries in a timely manner.
/ Shire Talia
I am speaking from a landlord side - I would recommend City rooms to anyone who needs to rent out their flat quickly and with no hassle, I had a large 3 bed penthouse to rent and in the current market it could have been quite a challenge to find a single tenant willing to take a large property at a good price, I was also moving myself so needed to get this sorted fairly quickly. Shabir from City Rooms contacted me about the apartment on the day the ad was published online, came to view it the next day, and we quickly agreed on the price and other conditions of rent. The price they offered was very competitive and the conditions were great. They offer full management of the property so as a landlord you don’t have to take care of various repairs and other issues, you just receive your monthly rent and enjoy it, Shabir also took care of the new furniture, smoke alarms, and even new floorings for the bedroom ( all at great prices) and spread the cost of these for me over several months, which was very handy and nice to have, Shabir is always contactable to discuss any issues/queries I might have. Great service overall, would recommend to any landlord looking to rent quickly with a free full management service.
/ Kira Abramenkova
Testimonials