Legal and regulatory information
Complaints procedure
Tell us what went wrong, give us the relevant details and explain what you would like us to do.
1. Tell us what happened
Email lettings@urbanestates.uk, call 01733 641 000 or write to Swaffer Building, Bakewell Road, Peterborough, PE2 6WQ. Include the property address or reference, relevant dates and the outcome you are seeking. Do not send access codes or unnecessary identity documents.
2. Internal review
We aim to acknowledge a complaint within three working days and provide a written outcome within fifteen working days. If a full response needs longer, the complainant should receive a reason and a revised date.
3. Final viewpoint
A manager not directly responsible for the issue will review any requested escalation and provide Urban Estates' final written position, together with the evidence considered.
4. Independent redress
If the complaint remains unresolved after the final response, ask us for the name, membership details and referral time limit for the approved redress scheme that applies to your service.
Last updated: 23 July 2026