Complaints Procedure

Here at Rooftop Living, our mission is to provide a first class service built on company values and trust. This is to ensure we can provide you, whatever your needs, with the best customer experience in the property world.

We recognise sometimes things go wrong – If there is something you are not happy about, tell us straight away, so we can put this right.


Making a complaint

  • Firstly, please get in touch with our office by contacting us via email so we can look into this straight away.
  • If you are still unhappy – You can appeal to our office manager  who will then look into your concern and provide Rooftop Living’s final response. [email protected]

Our response

Please note that we have 3 working days to acknowledge your complaint. We will then thoroughly investigate the contents of your complaint and will aim to formally respond in writing within 15 working days. The same timescales for response will apply for appeals made to our office manager from the date the appeal is received.


If you remain dissatisfied

If you remain dissatisfied after receiving your formal response from our office manager you can ask for your complaint to be looked at by The Property Redress Scheme who will be able to handle your complaint further.