The Ringley Guarantee

For customers of our Estates Team

If you are a new Client and are not happy with our service after six months, we’ll help you move to a new Managing Agent and give you £500 for any inconvenience.

For individual property owners, if you believe we’ve not met our service commitment on any issue that relates directly to your property we will refund you the whole of the management fee you, as an individual, paid us in the relevant quarter.

For block wide issues where you are a Client/Company Director, if you believe we’ve not met our service commitment to your block, we will refund to the site bank account 10% of the management fee the site paid us in the relevant quarter up to a maximum of £500.

For customers of our Professional Services Team

If you believe we’ve broken our service commitment we will refund you the proportion of the relevant fees for the job stage we let you down on.

For customers of Agency Team

If you believe we’ve broken our service commitment we will refund you the finders fee, letting management fee or agency fee you paid us in the relevant quarter.

For Lettings Customers

Please ask for our Service Level Agreement and Response times document, which reflects what are widely adopted industry standards for a whole range of items. You can find this on the PlanetRent Residents Portal, or on the App for your building. If we have failed to meet a reasonable response time on any matter within our control, as opposed to an item the landlord is not willing to sanction, or a contractor waiting for parts, please let us know and we'll make it right, otherwise we will be happy to refund you a proportion of the rent that represents a room or service inside the flat that you were deprived of for the days beyond the service level agreement where the matter remained unresolved.

For Lettings Landlords

If you believe we have not met the service level agreement, please let us know, and we'll make it right. Otherwise, we will refund you the finder's fee or letting management fee due for the relevant days/month relating to the unit where things were awry.

RISSS Service Guarantee

We will:

• provide photos/inspection reports of every site visit to evidence the work we do
• enable residents to rate us via door sticker stickers with QR Codes
• provide supervision and inspection of our teams with written supervision reports
• be available for extra visits to attend to clear rough sleepers or for resident mishaps
• be available and responsive to remove bulk waste

Subscribe to the Ringley money back guarantee and refund you if we:

• fail to attend at the agreed frequency we will refund you the cost of the missing visit
• fail to address comments and improve, we will refund you the cost ot two visits
• give you cause to raise a serious complaint, we will refund you the cost of one months visits

How to call upon our guarantee

If you feel our service has failed you, you must report this to us, in writing, within 14 days of a specific incident or service failing. This will give us the opportunity to refund your money and investigate properly so we can make any necessary process or service improvements for the future. Service concerns will be benchmarked against the scope of service or service level agreement as appropriate. It gets better, just for raising an issue we will send you a £10 M&S Voucher to thank you for giving us the opportunity to improve, that’s a meal or a night in on us. You should write to The Chairman, Ringley Group, Ringley House, 1 Castle Road, London, NW1 8PR

Go to https://makeringleybetter.co.uk/ to see our key senior personnel

Click to see diagram of how our complaints process works

To help understanding where the words ‘Customer’ and ‘Client’ are used, the Customer is the individual person and the Client is the corporate entity that is legally permitted to issue instructions to Ringley.