Dispute Resolution Procedure
Nova Haus is committed to providing a high-quality service to all our clients. When something goes wrong, we need to know about it and deal with it promptly and efficiently to help us check the quality of our service, improve our standards and maintain our exceptional reputation.
The following notes are provided for your guidance in the event that you have an issue or dispute against Nova Haus.
Please note that the resolution process is a written one, ensuring that all correspondence with both parties is clearly recorded.
Notes for the Guidance of Consumers
Nova Haus London Ltd is a member of the Property Redress Scheme (PRS) and we aim to provide the highest standards of service to all our clients and other parties. It is a condition of our membership of the Scheme that any issues or disputes are dealt with through our own internal procedure. This provides the opportunity for matters to be resolved before the need to refer to PRS arises.
If your dispute is not resolved to the mutual satisfaction of all parties, you can approach PRS, who will provide an independent review and assessment of the dispute.
If you have an issue or dispute against Nova Haus, please provide a written summary to the background of the problem(s) and confirm the name of the individual(s) with whom you dealt.
Your written communication will be acknowledged immediately and you will be given a time-scale within which a formal written response will be sent. The formal written response will inform you of the outcome of the investigation and any actions taken or to be taken.
If you are not satisfied with the outcome of the investigation, you are at liberty to have the matter referred to PRS, whose contact details are supplied below. You are also entitled to have your dispute referred to PRS should Nova Haus fail to deal with it expeditiously i.e. within eight weeks of the date of written notification to Nova Haus.
PLEASE NOTE: Disputes between landlords and tenants are not covered by the procedures outlined above. However, as the agent we would hope to be in a position to assist both Parties to resolve any issues, even though there may be no obligation on our part to do so.
Contact details for the Property Redress Scheme:
Property Redress Scheme
0333 321 9418 | mailto:email@example.com