Jo & Chel Properties is a trading name of Jo & Chel Ltd, a registered company in England and Wales (Company number: 11214254). We are also a proud member of the National Landlords Association (NLA) which is the leading association for private residential landlords in the UK and are also part of multiple leading property regulatory bodies.
Mission & Vision
To solve property problems for landlords, property investors and tenants to give all a peaceful, stress-free and good property experience.
We strive to ensure that we always provide the following:
- High quality customer quality service, professional and expert service to our clients.
- Be customer-focused by getting to know you as our customer and build long lasting relationships with you.
- Look to achieve the best results for you whether you’re the seller, landlord, buyer or tenant.
Contracts & Documentation
We maintain the highest standards with documentation and communication and believe that it is important that our clients understand all contracts and documents presented to them in a clear, readable and formatted way. Therefore we solicit the services of law professionals and financial advisors to ensure that we maintain a high level of standards and ensure that all unfamiliar terms are fully explained. This does not, however, constitute legal or financial advice and we strongly advise clients to consult a legal professional on matters of law or a financial advisor on all matters relating to finances.
Complaints Procedure
We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
What will happen next?
- We will send you a letter acknowledging receipt of you complaint within seven working days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. A formal written outcome of our investigation will be sent/emailed to you within 15 working days of sending the acknowledgement letter.
- If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
- We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review: The Property Ombudsman Ltd, Milford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2BP
01722 333 306
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
Privacy
We totally respect your privacy and will not divulge any personal information you provide us without a specific request for you to do so, or where we are required by law to reveal certain details.
We will only use your information with your consent to provide you with latest property news, property deals and latest industry information posted from ourselves.
