Contact

    Address

    Whites Estate Agents, 339 Wellingborough Road, Northampton, NN1 4ER

    Opening times

    Monday       9:30 AM – 6 PM

    Tuesday       9:30 AM – 6 PM

    Wednesday 9:30 AM – 6 PM

    Thursday     9:30 AM – 6 PM

    Friday          9:30 AM – 6 PM

    Saturday     9:30 AM – 2 PM

    Sunday        Closed

     

    By clicking submit you agree to the below privacy policy.

    Privacy Policy

    The information provided will only be used to best answer your enquiry or in order to assist in your property search through sending you properties that match your criteria. Your information will not be passed on to a third party without your prior consent.

    You have a right at any time to stop us from contacting you. If you no longer wish to be contacted, please email

    [email protected]. Requests to delete personal data will be subject to any applicable legal and ethical reporting or document filing or retention obligations imposed on us.

    Whites Estate Agents Limited: Company number 03656580

    Whites Residential Lettings LTD: Company number 05613117

    Whites Student Lettings: Company number 11089281

    Registered office address 339 Wellingborough Road, Northampton, Northamptonshire, England, NN1 4ER

    In house complaints procedure: We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

    If you have a complaint, please put it in writing and send it to [email protected] or 339 Wellingborough Road, Northampton, NN1 4ER including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

    What will happen next?

    • We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.
    • We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 days from the date of the original complaint.
    • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
    • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

    If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

    The Property Ombudsman Ltd
    Unit 159756, PO Box 7169, Poole, BH15 9EL
    www.tpos.co.uk

    Please note the following: You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

    Student Complaints Policy (Fish Street Only)

    14 Fish Street, Northampton, NN1 2AA

    1. Scope of This Policy

    This complaints policy applies only to students residing at 14 Fish Street, Northampton (NN1 2AA).

    It relates solely to residential lettings management at this property and does not apply to any other properties or services managed by Whites Residential Lettings Ltd.

    This property is accredited under the Unipol National Code of Standards for Larger Developments (Students) , and this procedure reflects the standards required under that Code.

    2. Our Commitment

    We are committed to providing a professional, fair and transparent lettings management service.

    If something goes wrong, we encourage residents to raise concerns so they can be addressed promptly and used to improve our service.

    3. What is a Complaint?

    A complaint is any expression of dissatisfaction relating to your occupation at 14 Fish Street, including:

    • Property condition or maintenance
    • Service provided by the managing agent or contractors
    • Behaviour of staff or other residents
    • A failure to meet obligations under your tenancy agreement

    4. How to Raise a Complaint

    4.1 Informal Resolution

    Residents are encouraged to raise issues in the first instance using any of the following:

    • Website contact form
    • Telephone
    • Your usual email contact with the lettings team
    • In person or by appointment

    Many concerns can be resolved quickly at this stage.

    4.2 Formal Complaint

    If the matter is not resolved informally, a formal complaint should be submitted in writing via the website contact form or your usual written communication channel.

    Please include:

    • Your name and room/address at 14 Fish Street
    • Full details of the complaint
    • Any supporting evidence
    • Your preferred outcome

    5. Complaint Handling Procedure

    5.1 Acknowledgement (within 3 working days)

    We will acknowledge receipt of your complaint in writing within 3 working days.

    5.2 Investigation

    Your complaint will be investigated fully and impartially. This may include:

    • Reviewing records and correspondence
    • Speaking with staff, contractors or other residents
    • Inspecting the property where required

    Where a complaint relates to a member of staff, that individual will not be involved in the investigation or outcome.

    Complaints may also be raised in confidence and will be handled sensitively.

    5.3 Full Response (within 10 working days)

    We will provide a substantive written response within 10 working days of acknowledging your complaint.

    Where the matter is complex and requires more time, we will, within those 10 working days:

    • Write to you explaining why a longer period of consideration is necessary; and
    • Provide an anticipated timeframe for when a full response will be issued

    Our response will clearly set out:

    • Our findings
    • Any actions we propose to take
    • The timescale for those actions

    6. Final Review Stage

    If you remain dissatisfied, you may request a further review.

    • This will be carried out by a senior member of the lettings team not previously involved
    • A final written response will be issued within 10 working days

    7. Independent Review and Escalation

    If, after completing our internal process, you remain dissatisfied, you may escalate your complaint to:

    • The Unipol National Code Administrator (in relation to this property)
    • The Property Ombudsman (where applicable)

    If we have not responded to your complaint within 28 days of it being raised, you may refer the matter directly to the Codes Complaints Investigator.

    Further information on the National Code complaints process, including how to raise a complaint, can be found here:

    https://www.nationalcode.org/making-a-complaint/

    Complaints should normally be referred within 12 months of receiving our final response.

    8. Use of Representatives

    If you wish for a third party (such as a parent, guardian or advisor) to act on your behalf, you must notify us in writing and provide consent for information to be shared.

    An exchange of emails confirming this will be sufficient.

    9. Resolution and Outcomes

    Where a complaint is upheld, we will:

    • Clearly set out the actions we will take
    • Provide a timetable for resolution

    Any agreed outcome will be implemented within 10 working days, unless otherwise agreed.

    10. Exclusions

    This policy does not apply to:

    • Other properties or services
    • Emergency maintenance issues (which should be reported immediately)
    • Deposit disputes (handled via the relevant deposit protection scheme)
    • Matters subject to legal proceedings

    11. Confidentiality

    All complaints relating to residents at 14 Fish Street will be handled confidentially and in accordance with data protection legislation.

    12. Continuous Improvement

    We review complaints to improve the management and overall student experience within the property.

    13. Contact

    Complaints can be raised via:

    • Website contact form
    • Telephone
    • Your usual email contact
    • In person by appointment

    14. Compliance with the National Code

    In accordance with the requirements of the Unipol National Code of Standards:

    • We will, within 4 weeks of receiving a written complaint, either:
      • Rectify any breach of the Code; or
      • Where the matter is contested, enter into ongoing correspondence with the complainant or their representative
    • Where a complaint is escalated to the Codes Complaints Investigator, we will provide a named contact within 48 hours of any request for communication relating to the investigation
    • We recognise the authority of the National Code Tribunal to determine whether a breach of the Code has occurred and to make recommendations accordingly, and we will comply with any such recommendations
    • We acknowledge that failure to comply with Tribunal recommendations may result in a breach being made public and could affect continued membership of the Code
    • We will comply with any directives issued by the National Codes Audit Panel within the required timescales