Complaints & Compliments

Feedback is incredibly important to us. If we have done a great job – or if your experience was not been up to scratch – we are eager to know more.

HOP is a member of both ARLA and the Property Ombudsman. As a licenced member of ARLA, the Association of Residential Letting Agents, and the Property Ombudsman for Lettings, HOP adheres to best practice governing the way we operate and carry out our Business.


Feedback helps us to improve. It gives us the information we need to reward the team or refine our service, so that we can deliver the best services and be the best we can be.

Gathering feedback is an intrinsic part of our business, which is why we regularly use the independent reviews platform Feefo to gather feedback from our customers at different stages of their journey with us.

If you have had great service from any one of the HOP Team, we would love to hear about it. Look out for your Feefo request that will arrive by email or text or leave us a Google review for the relevant branch below.


Air a grudge.

If you want to get something off your chest that didn’t work so well, we invite you to Air a Grudge and we will investigate this for you and we will respond to your concern.

If you have a grudge about any element of the service we have provided to you, please do let us know so we can help.

To send us your grudge please complete the form below. Our team will look into it and do our very best to resolve it for you.


Formal Complaint

HOP operates using best practice, and ensure that all of our staff are fully trained and fully aware of their legal responsibilities.

Our staff will maintain professional and appropriate contact with our customers and are trained to deal with day to day operational complaints and enquiries.

However, if you would like to make a formal complaint due to unacceptable work or conduct, then we have set out the formal complaint procedure below, to ensure that your interests are safeguarded.