50% off on-boarding in September.Offer starts in 00d 00h 00m 00s7 remaining out of 7

Renzo

Support

Complaints Procedure

If something has not gone the way it should, we would rather hear about it than not. Here is how to tell us and what happens next.

Last updated: 24 August 2026

Step 1 — Tell us

Start by contacting the person you have been dealing with, either by phone on 01604 315710 or by email at contract@renzoproperty.com. Most issues are resolved at this point. We are contactable 8am to 10am, every day.

Step 2 — Put it in writing

If it is not resolved, email us with the subject line "Formal complaint" and include your name, the property address, what happened and what you would like us to do about it. Send it to contract@renzoproperty.com.

Step 3 — What we do

  • We acknowledge your complaint in writing within three working days.
  • We investigate it, which usually means speaking to the people involved and reviewing the correspondence and records.
  • We send you a written response within 15 working days, setting out what we found and what we propose to do. If we need longer, we will tell you why and give you a revised date.

If you are still not satisfied

Reply to our written response explaining why, and a director will review the matter and issue a final written response. Where the complaint concerns how we have handled your personal information, you can also raise it with the Information Commissioner's Office at ico.org.uk.

Our details

Renzo Management Ltd, company number 15151707, registered office 9 Scirocco Close, Northampton, England, NN3 6AP.