Report a problem

If you have a problem with your property or tenancy, we prefer if you can email us as soon as possible so we can get it resolved quickly.

Email us on mail@westwaleslettings.com

Please call us on the number(s) below:

Monday to Thursday, 10.00 am to 5.00 pm and 10.00 am to 3.00 pm Fridays – Telephone 01570 421111  out of hours emergencies only 07455 398216

If you have a gas leak or you can smell gas you must immediately evacuate the property and then contact National Grid Gas Emergency Service on 0800 111 999.

For general maintenance please send an email to the address above. We aim to respond to all email enquiries within one working day.

Complaints procedure for tenants

What is a complaint? 

In our view a complaint is any expression of dissatisfaction, whether justified or not. For example, in respect of your tenancy this may be dissatisfaction with the standard of service you have received from West Wales Lettings where the terms of your tenancy require us to provide that service, or our response to a request by you for such a service, or the manner in which the West Wales Lettings has behaved.

 West Wales Lettings will not treat your first request for a service (such as a repair) as a complaint. It will only be treated as a complaint if the service you have requested has not been performed or has been inadequately performed. Complaints do need to be raised within a reasonable time scale. We recommend that complaints are made as quickly as possible and certainly within six months of the incident. 

The Complaints Process 

West Wales Lettings aims to resolve all complaints as quickly as possible, nevertheless some complaints may be complex and require a significant amount of time to thoroughly investigate and resolve. However, we will keep you informed of the progress being made with your complaint. This process will be reviewed and updated when appropriate.

Step 1

We will do our very best to resolve any complaint at the earliest opportunity. 

All complaints should be directed, in the first instance, to Ewelina Prystupa mail@westwaleslettings.com  

Once your complaint is received it will be acknowledged, in writing, within 10 working days.

When contacting us, please tell us: 

  • your name and contact details 
  • confirmation of what your relationship is to the property
  • the full address of the tenancy property, if you have those details 
  • the aspect of our service you are complaining about; 
  • how you would like us to put matters right.

West Wales Lettings will aim to have a full response to your complaint within 15 further working days. If it is not possible to resolve your complaint within this time period, we will write to you and explain that this is the case and give you an idea of the likely date by which we will have investigated your complaint.

Step 2

If you are not satisfied with the response to your complaint please contact the Property Ombudsman, they are an independent, government approved redress scheme to which West Wales Lettings  belong.

Their contact details are:

Phone: 01722 333306

Email: admin@tpos.co.uk

https://selfserve.tpos.co.uk/

For further independent advice, other useful organisations are: 

For further information please refer to “A Home in the Private Rented Sector – A Guide for Tenants”. This guide is published by the Welsh Government and can be found at www.gov.wales and searching for the above title.