customer services and feedback

Lettings Customer Service & Feedback

We pride ourselves on providing a top quality service and going out of our way for our clients. Let us know how we did.

Renting and letting a property is an incredibly complex process that isn’t always easy for tenants and landlords to get right – or even for us, ARLA Propertymark qualified letting agents.

Give us your feedback

We aim to survey landlords and tenants within one month of a tenancy commencing. It is a simple to use on line survey. We encourage all feedback and view it as an opportunity so please spare us a few minutes of your time to complete it. For our managed properties we also survey during the tenancy and following termination. We receive a huge number of testimonials and thank you notes from clients, which we love to receive.

Although we do everything we can to provide a good service, we are conscious we don’t always get it right.

To make it easy for you to give letting agent reviews and advise us if you feel we have not met your expectations in any way, we have a dedicated point of contact:

Theresa Wallace, Head of Compliance and Customer Relations

Telephone: +44 (0) 20 8018 7015

Savills (UK) Ltd
1 Church Road

When you contact Theresa, it would be helpful for her and her customer service team to know the person or office involved, your feedback and what you would like to have happen next, so that the matter can be followed up and a satisfactory resolution sought quickly.

Savills Compliance

As members of ARLA Propertymark, we are required to adhere to a robust Code of Practice and comprehensive membership Byelaws, which mean we have to carry out lettings tasks in a certain way. If you feel we haven’t given you the right level of service, part of our ARLA Propertymark membership requires that we clearly set out our Complaints Disciplinary Procedure.

To ensure we meet these obligations, if you do have a complaint, please contact Theresa Wallace, Head of Compliance and Customer Relations. We will personally contact you to discuss what we can do to overcome any shortfalls in our service.

Savills Customer Service

Our customer service team use all feedback to help improve current training programmes and create new ones. Your feedback on what we do right and what we need to improve genuinely impacts how we work to ensure we deliver a consistent quality lettings service to you and all our clients.


Find out more


Can we help?

Have a question? Get in touch.

Key contacts

Theresa Wallace

Theresa Wallace

Head of Lettings Customer Relations

One Church Road

+44 (0) 20 8018 7015

+44 (0) 20 8018 7015


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