1) Case Assessment & Issues List
We review the complaint, your ToB/contract, logs and correspondence; define issues in dispute and relevant standards (scheme Code, legislation, guidance).
We assemble a professional, evidence-led response to complaints escalated to The Property Ombudsman (TPO) or the Property Redress Scheme (PRS). Your pack includes an issues list, chronology, evidence index, response letter addressing each allegation, a remedy schedule, and a submission-ready PDF for the scheme portal.
Built around fairness, transparency, and proportionate outcomes.
A complete, structured submission your team can file with confidence.
We review the complaint, your ToB/contract, logs and correspondence; define issues in dispute and relevant standards (scheme Code, legislation, guidance).
Clear timeline of events with cross-references to exhibits, highlighting decision points and communications.
Point-by-point reply in plain English, admissions where appropriate, and mitigation — with exhibit refs.
Proportionate outcomes (apology, refund, corrective action, goodwill), justification and timescales.
Response + exhibits index packaged as a single PDF, sized and labelled for the TPO/PRS portal.
Internal note capturing learning points and any tweaks to prevent recurrence.
We prioritise clarity, proportionality, and Code compliance.
Provide the complaint, your internal response, ToB, logs, emails, photos, and any offers. We list issues.
We build the timeline, evidence index, and draft the response against standards.
Agree remedies where appropriate. We format the submission pack and exhibits index.
We log outcomes and compile a learning note to strengthen processes.
Make sure these are in place before submission.
We prepare your submission; you file it via the scheme portal. If you require representation or liaison, mention this when ordering.
Apology, refund/reduction, corrective action, and goodwill gestures are common. We help you frame a proportionate remedy.
No. Complete your internal procedure first and issue a final viewpoint where required before escalation.
Yes — we can review and refine your response, add structure, and prepare supplementary exhibits if permitted.
The Landlord Association (TLA)