Complaints Handling
Our complaints procedure
We are committed to providing an excellent service. When something goes wrong, we want to hear about it and resolve it fairly and promptly. This page explains our four-stage complaints handling procedure.
Last updated: 26 February 2026
Contact your property manager directly by email, phone, or via the portal. We aim to resolve all complaints informally at the first point of contact.
If you remain dissatisfied, you may raise a formal complaint in writing by completing our complaints form or emailing complaints@praesidius.co.uk. Your complaint will be investigated by a senior manager and you will receive a written response.
If you are not satisfied with our Stage 2 response, you may request that your complaint is reviewed by our managing director. This is the final internal stage.
If you remain dissatisfied after all internal stages, you may refer your complaint to the Property Ombudsman (TPO) or, for service charge disputes, apply to the First-tier Tribunal (Property Chamber).
How to raise a complaint
For informal queries, contact your property manager directly. For formal complaints, please use one of the methods below and quote your property address and a brief description.
External escalation routes
For unresolved complaints relating to property management. Free and independent service. tpos.co.uk
For service charge disputes. No fee for leaseholders. gov.uk/courts-tribunals/first-tier-tribunal-property-chamber
Free, independent advice for leaseholders. lease-advice.org