Why choose us?
Uniquely, we have the combined experience of dealing with Housing Associations matched with the experience of Estate Agency sales, lettings and property management. We know the specific needs of affordable and private new home developments and how to effectively market and sell properties to maximise income and minimise risk. Our business is about generating sales and we are committed to achieving your targets.
At Imagine Living we provide a solution to your affordable housing sales and marketing needs backed by an established Agency infrastructure and reputation.
We don't just rely on Homebuy Agents to provide us with eligible applicants for your developments.
To optimise exposure we undertake targeted marketing campaigns and our experienced staff are able to assess and refer suitable applicants to the Homebuy Agent.
In addition we actively market to our existing database many of which may be suitable for your affordable homes.
Our proactive approach ensures continuing interest in your development until fully sold or let.
Accountability and Reporting
We understand that the affordable homes sector is regulated and monitored. We have the appropriate procedures in place to ensure that you meet your regulatory obligations, which we can also adapt in line with your organisations policies.
We document each stage of the sales process adhering to data protection, these records are available at any time and on completion applicant files are transferred to you.
We'll keep you informed with weekly and monthly reports so you can monitor marketing activity and progress on sales.
Excellent level of service
Our number one priority is to provide an excellent level of service, we deal with all enquiries whether telephone, email, correspondence or in person in a timely and professional manner.
Our offices are open from 9am – 5pm Mon to Fri & 10am – 4pm Saturdays. In addition we will staff marketing suites inclusive of Sundays, Bank Holidays and late evenings dependent on the requirements of the development.
To sum up, you'll receive a professional, efficient and hassle-free service that's highly target- and results driven. We strive to offer great service, efficiency and value for money for all our Housing Association clients.
IMAGINE AFFORDABLE LIVING
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, 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 working days of sending the acknowledgement letter.
- 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
- Milford House
- 43-45 Milford Street
- SP1 2BP
- 01722 333 306
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.
We are members of TPO. For more information, visit www.tpos.co.uk