CloudRooms Complaints Procedure
At CloudRooms, we take great pride in managing our properties with care, professionalism, and respect. Our tenants and landlords are at the heart of everything we do. If for any reason you are unhappy with any part of our service, please follow the steps below so we can resolve the matter quickly and fairly.
1. Before Submitting a Complaint
Most issues can be resolved directly with the correct department by raising a ticket through your CloudRooms Dashboard.
Please follow the process below before escalating a matter further.
2. How to Raise a Ticket or Report a Fault via CloudRooms Dashboard
Step 1: Sign In
Log into your CloudRooms profile: https://app.cloudrooms.co.uk/user/profile
(If you do not have an account, please register first.)
A. ADMIN COMMUNICATION REQUESTS
Examples include:
- Delivery Request
- Key Request
- Cleaner Request
- Billing Request
- Letter/Reference Requests
- Flatmate Dispute
- Room Transfer
- Wi-Fi Order
- Other admin matters
How to Submit:
- Go to Raise a Ticket
- Click + Add
- Select Admin Communication
- Enter:
- Phone Number
- Room Number
- Property Address
- Type of request
- Click Submit
B. ACCOUNTS REQUESTS
Examples include:
- Termination Agreement
- Notice to End Tenancy
- Refund Request
- Deposit Request
- Receipt Request
- Rent Receipt Submission
- Contract Renewal
- Tenant Extension
- Other accounts matters
How to Submit:
- Go to Raise a Ticket
- Click + Add
- Select Accounts Request
- Enter all required details
- Click Submit
C. COMPLAINTS THROUGH THE TICKETING SYSTEM (Customer Service Review)
If you are unhappy with any aspect of service, you may raise a Complaint Ticket directly through your dashboard.
This allows the Customer Service Team to:
- Review the issue
- Communicate with relevant departments
- Attempt to resolve the matter quickly
How to Submit:
- Go to Raise a Ticket
- Click + Add
- Select Complaint Form
- Enter:
- Phone number
- Room number
- Department name
- Staff member involved (if applicable)
- Property address
- A short explanation of the issue
- Issue due date
- Attach supporting documents
- Click Submit
Customer Service will handle and review your complaint first and provide updates through the ticket.
D. REPORTING A FAULT (Maintenance Issue)
How to Report
- Go to your portal -> Click on Report a Fault
- Enter:
- Description of the issue
- Attach photos/files (recommended)
- Email address
- Phone number
- Tenant name
- Property address
- Room number
- Postcode
- Tick Receive Email Notifications
- Click Submit
3. How to Track Your Ticket
Your dashboard will allow you to track all progress under Raise a Ticket.
You will be able to see:
- Ticket type
- Ticket ID
- Date created
- Last activity
- Status (Processing / Completed)
You may also:
- View replies from the CloudRooms team
- Add comments or respond
- Upload additional files
- Click Submit to save updates
4. Our Internal Complaints Handling Process
If your complaint was submitted through the Complaint Ticket and requires an internal investigation, the following process applies:
Step 1 — Acknowledgement
You will receive an acknowledgement within 5 working days.
Step 2 — Investigation
We will:
- Review your ticket history
- Assess the submitted evidence
- Speak to staff involved
- Carry out a full internal investigation
A written outcome will be provided within 15 working days of the acknowledgement.
Step 3 — Senior Review (If Needed)
If you are not satisfied with the outcome, you may request a senior-level review.
A final written viewpoint will be issued within 15 working days.
5. Independent Redress – Property Redress Scheme (PRS)
If you remain dissatisfied after completing the full in-house complaints process, you may contact:
Property Redress Scheme
Premiere House, 1st Floor
Elstree Way
Borehamwood
WD6 1JH
Important:
- Complaints must be submitted to PRS within 12 months of your final viewpoint letter.
- PRS requires proof that the full CloudRooms complaint procedure has been completed first.
