Complaints Procedure
Last updated: 28 January 2026
Our Commitment
At Steel City Living, we are committed to providing excellent service to all our tenants and landlords. However, we recognise that there may be occasions when you feel our service has not met your expectations. We take all complaints seriously and aim to resolve them quickly and fairly.
How to Make a Complaint
Step 1: Contact Us Directly
In the first instance, please contact us directly to discuss your complaint. Many issues can be resolved quickly through direct communication.
- Email: hello@steelcityliving.co.uk
- Phone: 07384 252558
- Office Hours: Monday - Friday, 9:00 AM - 5:00 PM
Step 2: Formal Written Complaint
If your complaint is not resolved to your satisfaction, please submit a formal written complaint via email. Your complaint should include:
- Your full name and contact details
- Your property address (if applicable)
- A clear description of the issue
- Details of any previous communication about the issue
- What outcome you would like to achieve
- Any supporting evidence (photos, documents, etc.)
Our Response Process
Within 3 Working Days
We will acknowledge receipt of your complaint and provide you with a reference number.
Within 15 Working Days
We will provide you with a full written response, explaining our findings and any actions we will take.
Complex Cases
If your complaint requires detailed investigation, we will keep you informed of progress and provide regular updates until the matter is resolved.
Independent Redress
Steel City Living is a member of a government-approved redress scheme. If you are not satisfied with our final response to your complaint, you have the right to refer your complaint to our redress scheme for independent review.
For more information about our redress scheme membership, please visit our Redress Scheme page.
Important: You must first complete our internal complaints procedure before referring your complaint to the redress scheme.
What We Expect From You
To help us resolve your complaint effectively, we ask that you:
- Provide clear and accurate information
- Respond promptly to our requests for information
- Treat our staff with respect and courtesy
- Be realistic about outcomes and timescales
Learning From Complaints
We view complaints as an opportunity to improve our services. All complaints are reviewed by our management team, and we use this feedback to identify areas where we can enhance our service delivery.
Contact Information
To make a complaint or for more information about our complaints procedure:
- Email: hello@steelcityliving.co.uk
- Phone: 07384 252558