Reporting an issue

At Remus, we are committed to delivering excellent customer service. If you are unhappy with any aspect of our service, we want to hear from you and work towards a fair resolution.

Contact us

Many issues can be resolved quickly by contacting our Customer Experience Team. If you have a query or concern about your account, property, maintenance or the services we provide, please contact us first at:

Repairs & Maintenance: [email protected]
Correspondence / Update Your Details: [email protected]
Account Enquiries: [email protected]

Raise a complaint – Click here to submit a complaint

If you remain dissatisfied, please complete our online complaints form and provide as much information as possible, including your customer reference number (if known), property address, and details of your concerns, plus your desired outcome. Upon submission, you will receive an automatic acknowledgement confirming that we have received your complaint. Your complaint will then be assigned to a dedicated Resolution Specialist, who will be in touch to introduce themselves and provide an update on the next steps

Secondary review

If you remain dissatisfied with the outcome of your complaint, you may request a secondary review. Your complaint will be independently reviewed by a member of our team who has had no prior involvement in the matter, following which our final response will be provided.

Independent review

If you remain dissatisfied following our final response, or if eight weeks have passed since you first raised your complaint, you have the right to refer the matter to The Property Ombudsman free of charge. The Property Ombudsman provides an independent and impartial review of complaints and will consider whether your complaint has been handled fairly and in accordance with the relevant standards and obligations.

The Property Ombudsman Ltd

Milford House,

43-55 Milford Street,

Salisbury,

Wiltshire,

SP1 2BP

Out of hours number: 01722 441962

Important Notice
Please note that this phone number is provided for your convenience. However, we recommend checking applicable service charges, as not all developments are enrolled in Out of Hours (OOH) support.

For more information: View our contact page >>

Please contact the office or raise a request through your portal.