Complaints procedure

Last updated: 8 November 2026

Prosperity Property North Ltd (trading as El Rents, El Stays and Vuali) is a member of The Property Ombudsman (TPO), membership number T04549. We aim to give a professional service. If something goes wrong, please tell us so we can put it right and improve.

How to make a complaint

Please put your complaint in writing, with as much detail as you can: what happened, when, the property address, and any messages or documents that help.

• Email: elena@prosperitypropertynorth.co.uk
• Post: Complaints, Prosperity Property North Ltd, 29 Westminster Road, York YO30 6LZ

If you can't put your complaint in writing, call us on 0333 090 9629. We'll write it down and send you a copy to check. We record every complaint, written or spoken, on the day we receive it.

What happens next

1. Acknowledgement. We'll confirm in writing that we've received your complaint within 3 working days and send you a copy of this procedure.
2. Investigation. Elena Cheetham, our Director, will look into your complaint, review the file and records, and send you a written response within 15 working days of receiving your complaint. If any point needs further work, that written response will say what remains and when we will finish it.
3. Review. If you're not satisfied, write to us again and explain why. We'll review your complaint again from the start, separately from the first investigation. Elena runs the business herself, so where she was personally involved she may ask an independent property professional to help with the review. We'll send you our final viewpoint in writing within 15 working days of your request.

If you feel we haven't dealt with your complaint within 8 weeks of when you first made it, you can go to The Property Ombudsman without waiting for our final viewpoint.

Complaints about how we've used your personal data are acknowledged within 30 days (Data (Use and Access) Act 2025). You can also complain to the Information Commissioner's Office (ICO): ico.org.uk, 0303 123 1113. If your complaint is also about our property service, the timescales above still apply to that part.

The Property Ombudsman

If you're still not satisfied with our final viewpoint, or 8 weeks have passed since you first complained, you can ask The Property Ombudsman for an independent review, free of charge.

Please note:

• You must refer your complaint to The Property Ombudsman within 12 months of the date of our final viewpoint, with any evidence that supports your case.
• The Property Ombudsman requires complaints to go through this procedure first, before it carries out an independent review.
• The Property Ombudsman will tell you if your complaint is about something outside the services it covers.

Our membership number is T04549.