Smart Housing Group is a proud member of The Property Ombudsman (TPO). Membership means we follow TPO’s Code of Practice, and if a complaint cannot be resolved with us directly, you have access to a free, independent and impartial redress service.

What TPO membership means for you

• We adhere to a clear Code of Practice across advertising, viewings, offers, lettings, property management and client money handling.
• There is independent oversight and accountability. Where appropriate, TPO can require corrective action and awards.
• It costs you nothing to have your case reviewed by TPO.

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Complaints & Redress – how to raise a concern

1. Tell us first. Email sophie@smarthousinggroup.com or call 0208 482 5511. We will acknowledge and investigate promptly.
2. Senior review. If you’re not satisfied with the initial response, request a senior manager review. We will issue a final viewpoint letter at the end of our internal process.
3. Independent redress via TPO. If you remain unhappy after our final viewpoint, you may refer your complaint to The Property Ombudsman for a free, impartial decision. See www.tpos.co.uk for eligibility and time limits.

You can download and print these procedures by clicking here

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Contact Smart Housing Group

Smart Housing Group
18-20 Frognal, London, NW3 6AG
Tel: 0208 482 5511
General enquiries: sophie@smarthousinggroup.com
Investment & development: chris@smarthousinggroup.com, lakis@smarthousinggroup.com
Accounts enquiries: erol@smarthousinggroup.com

Note: The Property Ombudsman is an independent redress scheme (not a regulator or licensing authority). We also comply with all relevant UK property laws and guidance.