Based on checking the website Qualityhomemanagement.co.uk, it appears to be a platform focused on real estate, offering services related to finding ideal homes, property management, and investment optimization.
The site highlights a selection of properties including modern condos, charming townhouses, spacious family residences, and holiday rentals, alongside claims of professional agents and tailored solutions.
For those navigating the complexities of property, understanding a service like this is crucial.
However, when delving into real estate and financial services, it’s essential to approach them with a mindful perspective, particularly concerning financial constructs that might involve riba interest. While the website itself doesn’t explicitly mention interest-based transactions, the broader real estate market often intertwines with conventional financing, which includes loans, mortgages, and other interest-bearing products. From an Islamic standpoint, engaging in such transactions is not permissible. It’s imperative for individuals to seek out and prioritize halal financing alternatives and ethical investment opportunities that align with their values. This approach not only ensures compliance with principles but also promotes financial practices rooted in fairness and transparency, free from the complexities and potential pitfalls associated with conventional interest-based systems.
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Qualityhomemanagement.co.uk Review & First Look
Based on an initial review, Qualityhomemanagement.co.uk presents itself as a comprehensive real estate and property management service in the UK.
The website aims to be a one-stop solution for individuals looking to buy, sell, invest in, or manage properties.
They emphasize a personalized approach, expert advice, and in-depth local market insights.
Initial Impressions and Website Navigation
The website itself is clean and professionally designed, offering a relatively straightforward user experience.
Key information, such as contact details a phone number 0203-432-6233, is prominently displayed.
The navigation menu seems intuitive, allowing visitors to explore different service offerings easily.
- Clarity of Purpose: The site immediately conveys its purpose: to help users discover dream homes, enhance lifestyles, and optimize investments.
- Aesthetic Appeal: The use of high-quality property images and a modern layout contributes to a professional and trustworthy appearance.
- Ease of Access: Essential sections like “Find Your Ideal Home,” “Property Management Expertise,” and “Request a Custom Quote” are readily accessible.
Stated Value Proposition
Qualityhomemanagement.co.uk positions itself as a trusted partner in real estate, offering “tailored solutions” and “expert insights.” Their stated value proposition revolves around simplifying the real estate journey for various clients, from first-time homebuyers to experienced investors.
- Personalized Service: They claim to work closely with clients to understand their unique goals, ensuring detailed and accurate estimates.
- Market Expertise: The website highlights “in-depth local market insight” as a core strength, implying they can offer valuable guidance on property values and trends.
- Comprehensive Support: They aim to guide clients through “every aspect of the real estate process,” suggesting a holistic service model.
Qualityhomemanagement.co.uk Cons
While the website presents an appealing facade, a deeper look reveals some potential cons, especially when considering the broader implications of conventional real estate practices that often involve interest-based financing riba.
Lack of Transparency on Financial Models
One significant drawback is the absence of explicit information regarding their financial models and how they handle transactions that typically involve loans and mortgages.
In the real estate industry, it’s common for property purchases to be facilitated through conventional banks offering interest-bearing products. Soundmedicalsupply.com Reviews
The website doesn’t clarify whether they connect clients exclusively with halal financing options or if they facilitate conventional, interest-based transactions.
- Potential for Riba: Without clear statements, there’s an inherent risk that a client could be guided towards financial products that are not permissible.
- Due Diligence Required: This lack of transparency means potential clients must undertake significant personal due diligence to ensure any proposed financial arrangements align with their ethical and religious principles.
- No Mention of Halal Alternatives: There’s no visible mention of sharia-compliant financing options, which is a critical oversight for a service aiming for comprehensive client support.
Limited Detail on Property Listings
While the website showcases sample properties with prices e.g., “Modern Condos $550,000,” “Charming Townhouses $1,050,000”, there’s a distinct lack of detailed listings or a searchable database.
This makes it difficult for a potential client to gauge the actual breadth and depth of properties managed or available through their service without direct engagement.
- No Search Functionality: There’s no interactive map or search filters to explore available properties.
- Generic Examples: The listed properties appear to be illustrative examples rather than real-time listings, which can be frustrating for serious buyers.
- Reliance on Direct Contact: Users are pushed to “Get in Touch” or “Request a Custom Quote” for any specific information, which adds an extra step and limits immediate exploration.
Ambiguity in “Tailored Solutions”
The phrase “tailored solutions for every client” is used frequently, but the website provides limited concrete examples of what these tailored solutions entail beyond general statements.
This broad claim, without supporting specifics, can come across as vague marketing language.
- Unclear Customization: It’s not clear how they customize services for different client profiles e.g., first-time buyers vs. seasoned investors.
- No Case Studies: The absence of testimonials or case studies illustrating “tailored solutions” makes it difficult to verify this claim.
- Generic Promises: The promises of “expert insights” and “personalized strategies” remain general without practical illustrations.
Qualityhomemanagement.co.uk Alternatives
Given the potential ambiguities regarding financial models and the prevalence of interest-based transactions in conventional real estate, exploring alternatives that prioritize ethical and permissible financial dealings is crucial.
Fortunately, several pathways exist for acquiring or managing property without engaging in riba.
Halal Financing Options
For those seeking to purchase property, a growing number of institutions offer Sharia-compliant financing.
These alternatives replace interest with permissible financial structures.
- Ijara Lease-to-Own: In this model, the bank purchases the property and leases it to the client. A portion of each payment goes towards purchasing the bank’s share, eventually transferring full ownership to the client. This avoids interest by structuring the transaction as a series of lease payments and gradual ownership transfer.
- Murabaha Cost-Plus Financing: The bank buys the property and then sells it to the client at a predetermined, higher price, which includes a profit margin for the bank. The client then pays the bank in installments. This is a sales contract, not a loan, thus avoiding interest.
- Musharaka Mutanaqisah Diminishing Partnership: This is a joint ownership agreement where the bank and client jointly own the property. The client gradually buys the bank’s shares over time until they become the sole owner. Rental payments are made to the bank for their portion of the property.
Benefits of Halal Financing: Codekie.com Reviews
- Ethical Alignment: Ensures financial transactions adhere to permissible principles, fostering peace of mind.
- Transparency: These models are typically structured to be clear and transparent about all costs and ownership changes.
- Fairness: Designed to be equitable for both the financier and the client, avoiding exploitative interest charges.
Ethical Property Management Services
When it comes to property management, while the financial transactions might be less complex, it’s still important to ensure that the service aligns with ethical standards.
This means looking for managers who prioritize transparent dealings, fair pricing, and responsible tenant relations.
- Independent Property Managers: Seek out individual managers or smaller firms known for their integrity and direct communication. They may be more flexible in structuring agreements.
- Takaful Islamic Insurance: For property insurance, look for Takaful providers instead of conventional insurance, which often involves elements of uncertainty and interest. Takaful operates on a principle of mutual cooperation and donation.
- Community-Based Networks: Engage with local community groups or religious organizations that might have recommendations for ethically-minded real estate professionals or property managers. Often, word-of-mouth within trusted communities can lead to reliable services.
Direct Negotiation and Cash Purchase
For those with the means, purchasing property outright with cash or through direct negotiation can eliminate the need for third-party financing altogether, bypassing any potential issues with interest.
- Saving and Investing: Encourage systematic saving and investing in permissible avenues to accumulate capital for a cash purchase. This could involve investments in halal stocks, ethical businesses, or saving accounts that do not accrue interest.
- Community Co-operative Models: Explore models where groups of individuals pool resources to collectively purchase and manage properties, ensuring all transactions remain ethical and interest-free. This fosters community and shared ownership.
How to Approach Real Estate Responsibly
Navigating the real estate market requires careful consideration, especially for those committed to ethical principles.
While Qualityhomemanagement.co.uk offers a seemingly comprehensive service, it’s vital to ensure all aspects of a property transaction align with permissible guidelines.
Due Diligence on Financial Products
The primary concern when dealing with any real estate service is the financing aspect.
Most conventional property purchases involve mortgages, which are interest-bearing loans riba. It is imperative to proactively seek out and demand Sharia-compliant alternatives.
- Inquire About Halal Financing Partnerships: Directly ask any real estate service, including Qualityhomemanagement.co.uk, if they partner with Islamic banks or institutions that offer halal financing solutions e.g., Murabaha, Ijara, Musharaka Mutanaqisah.
- Understand the Contractual Basis: Before signing any agreement, meticulously review all clauses. Ensure the transaction is structured as a permissible sale, lease, or partnership, rather than an interest-based loan.
- Consult Islamic Scholars: If there is any doubt about the permissibility of a financial product or contract, consult with a knowledgeable Islamic scholar or an expert in Islamic finance. This is a critical step to ensure compliance.
Emphasize Ethical Property Management
Beyond the acquisition, the management of property also needs to adhere to ethical standards.
This involves fair dealings with tenants, transparent accounting, and responsible maintenance.
- Fair Tenant Practices: Ensure that rental agreements are just, tenants are treated equitably, and no exploitative clauses are included.
- Transparent Financial Reporting: Demand clear and regular reports on rental income, expenses, and any profits, ensuring all transactions are above board.
- Avoid Exploitative Practices: Steer clear of any practices that could be seen as unethical, such as excessive fees, unjustified evictions, or discriminatory policies.
Focus on Needs, Not Excess
The pursuit of property should align with practical needs and community benefit, rather than simply accumulating wealth or showcasing status. Terd.de Reviews
- Needs-Based Acquisition: Prioritize acquiring property for essential living, family needs, or genuine investment that contributes to the community.
- Avoid Ostentation: Discourage excessive spending on luxurious or extravagant properties driven by show rather than genuine need. Modesty and humility are key principles.
- Community Impact: Consider how property investments can positively impact the community, perhaps by providing affordable housing or supporting local businesses.
Qualityhomemanagement.co.uk Pricing
Based on the website’s content, Qualityhomemanagement.co.uk does not display a clear, fixed pricing structure for its services.
Instead, it strongly emphasizes requesting a “Custom Quote.” This approach is common in service-oriented industries, particularly real estate, where fees can vary significantly based on the complexity of the transaction, property value, and specific client needs.
Custom Quote Mechanism
The website repeatedly directs users to “Request a Custom Quote” to receive a tailored consultation.
This suggests that their pricing is highly individualized, and clients will need to engage directly with their team to understand the costs involved.
- No Published Fee Schedules: There are no published percentages for sales commissions, fixed fees for property management, or consultation charges visible on the site.
- Personalized Service Implication: The focus on custom quotes aligns with their stated promise of “tailored solutions,” implying that the cost will reflect the specific services requested.
- Factors Influencing Price:
- Type of Service: Whether it’s property buying, selling, or management.
- Property Value: Higher-value properties often involve higher commission percentages or fixed fees.
- Scope of Management: The level of involvement required for property management e.g., tenant sourcing, maintenance, rent collection, legal support.
- Client Goals: The complexity of achieving specific investment or home-finding goals.
Example Property Prices Illustrative, Not Service Pricing
While the website doesn’t detail service pricing, it does list illustrative property prices on its homepage. These are for the properties themselves, not the cost of Qualityhomemanagement.co.uk’s services.
- Modern Condos: $550,000
- Charming Townhouses: $1,050,000
- Spacious Family Residences: $2,550,000
- Holiday Rentals: $5,050,000
These figures serve to showcase the range of properties they deal with, giving potential clients an idea of the market segments they operate within.
However, it’s crucial to remember that these are just examples of property values, not the fees charged by Qualityhomemanagement.co.uk for their advisory or management services.
Implication for Clients
The “request a custom quote” model means that clients must be proactive in understanding all potential costs upfront.
- Negotiation Potential: Custom quotes often open the door for negotiation, which can be advantageous for clients.
- Detailed Breakdown Needed: Clients should request a detailed breakdown of all fees, charges, and potential hidden costs during their consultation.
- Compare Quotes: It’s advisable to obtain quotes from multiple real estate and property management services to compare pricing and service offerings effectively.
Understanding Real Estate Risk and Reward
Every investment, including real estate, carries inherent risks and potential rewards.
It’s crucial for individuals to understand these dynamics, especially when considering services like Qualityhomemanagement.co.uk, and to align their investment strategies with ethical guidelines. Wiseguyreports.com Reviews
Inherent Risks in Real Estate
While real estate can be a stable asset, it’s not without its challenges.
- Market Fluctuations: Property values can decrease due to economic downturns, changes in local demographics, or oversupply. For instance, the UK housing market saw a 1.2% dip in average house prices in October 2023, according to Nationwide, indicating market sensitivity.
- Illiquidity: Real estate is not easily converted into cash without significant time and effort, unlike stocks or bonds. Selling a property can take months, sometimes even longer.
- Maintenance and Overhead Costs: Property ownership involves ongoing expenses like repairs, renovations, property taxes, and insurance. For rental properties, there are also costs associated with tenant turnover and potential vacancies.
- Tenant Issues for rentals: Finding reliable tenants can be challenging, and issues like late payments, property damage, or legal disputes can arise. In 2022, over 1.5 million tenants in the UK faced issues with disrepair, highlighting a common challenge for landlords.
- Legislative Changes: New regulations concerning property ownership, landlord-tenant laws, or taxation can impact profitability and management. For example, the UK’s Renters Reform Bill is set to introduce significant changes to tenancy agreements and eviction processes.
Potential Rewards of Real Estate Investment
Despite the risks, real estate offers several attractive benefits.
- Capital Appreciation: Over the long term, property values often appreciate. For example, UK house prices have risen by approximately 35% over the past five years 2018-2023, showcasing long-term growth potential.
- Rental Income: For investment properties, rental income can provide a steady cash flow, potentially covering mortgage payments and generating profit. Average UK rents increased by 10.2% in the year to September 2023, indicating strong rental demand.
- Inflation Hedge: Real estate often acts as a hedge against inflation, as property values and rental income tend to rise with the cost of living.
- Diversification: Adding real estate to an investment portfolio can diversify assets and reduce overall risk, as property performance often doesn’t directly correlate with stock market movements.
- Tangible Asset: Unlike stocks or bonds, real estate is a tangible asset that you can see, touch, and potentially use.
Ethical Considerations in Maximizing Reward
While seeking financial reward is natural, it’s essential to do so through permissible means.
- Focus on Long-Term Value and Benefit: Prioritize investments that offer sustainable, long-term value and potentially benefit the community, such as providing quality housing or commercial spaces.
- Fair Dealings: Ensure all transactions, whether buying, selling, or renting, are conducted with honesty, transparency, and fairness, upholding ethical principles. Do not exploit market conditions or vulnerable individuals.
Legal and Regulatory Compliance
Operating within the real estate sector, especially in the UK, means adhering to a strict framework of legal and regulatory requirements.
Any professional service like Qualityhomemanagement.co.uk must demonstrate robust compliance to build trust and operate legitimately.
Key Regulations in UK Real Estate
The UK real estate market is governed by several key laws and regulations designed to protect consumers and ensure fair practices.
- Estate Agents Act 1979: This act sets out obligations for estate agents, including rules on client money protection, disclosure of personal interests, and fair trading practices.
- Consumer Protection from Unfair Trading Regulations 2008: These regulations prohibit misleading actions and omissions by businesses, including real estate agents, ensuring consumers are not misled or pressured.
- Tenant Fees Act 2019: This act bans most letting fees paid by tenants in England and caps tenancy deposits, significantly impacting how property managers can charge fees.
- Anti-Money Laundering AML Regulations: Real estate businesses are subject to strict AML regulations, requiring them to verify client identities and report suspicious transactions to prevent financial crime. In 2022, the UK’s National Crime Agency reported over 62,000 suspicious activity reports SARs from the real estate sector, highlighting the vigilance required.
- General Data Protection Regulation GDPR: Companies must handle personal data with extreme care, ensuring privacy and security for all client information.
- Property Ombudsman Scheme: Membership in a redress scheme, such as The Property Ombudsman TPO or Property Redress Scheme PRS, is mandatory for estate agents and letting agents. These schemes provide an independent body for resolving disputes between consumers and agents.
Qualityhomemanagement.co.uk’s Stated Approach to Compliance
While Qualityhomemanagement.co.uk’s website doesn’t explicitly detail every regulation they adhere to, their professional presentation and emphasis on “expert real estate advice” implicitly suggest an understanding of these requirements.
- Professional Expertise: Their claim of having “seasoned professionals” and “expert insights” indicates they should be well-versed in legal obligations.
- Client Trust: Operating within a regulated industry necessitates compliance to build and maintain client trust. Any failure to comply could result in significant penalties, fines, and reputational damage.
- Ethical Operation: Beyond legal compliance, an ethical approach to real estate means going beyond the minimum requirements to ensure fair and transparent dealings for all parties. This includes avoiding any practices that could be considered deceptive or exploitative, even if technically legal.
Importance of Verifying Compliance
For clients, it is paramount to verify the regulatory compliance of any real estate service they consider.
- Check Redress Scheme Membership: Confirm that Qualityhomemanagement.co.uk or any agent is a member of a government-approved redress scheme. This provides a clear avenue for dispute resolution.
- Verify Professional Memberships: Look for affiliations with professional bodies like ARLA Propertymark or NAEA Propertymark, which often imply higher standards of conduct and ongoing training.
- Review Terms and Conditions: Always read the full terms and conditions of service agreements to understand their obligations, liabilities, and how they handle client funds.
- Due Diligence on Financial Advice: If they offer any financial advice or recommendations for mortgages, ensure they are properly regulated by the Financial Conduct Authority FCA to do so. It’s important to remember that such advice often leads to interest-based products, which should be avoided.
Property Investment Strategies
For individuals considering property investment, whether through a service like Qualityhomemanagement.co.uk or independently, understanding various strategies is key.
However, it’s paramount to align these strategies with ethical and permissible financial principles, particularly avoiding interest-based leverage. Goseetravel.com Reviews
Long-Term Buy-and-Hold Strategy
This is one of the most common and generally stable investment strategies.
It involves purchasing a property with the intention of holding onto it for an extended period, typically five years or more, benefiting from both rental income and potential capital appreciation.
- Income Generation: Provides a steady stream of rental income. For example, the average gross rental yield in the UK for buy-to-let properties was around 5.06% in 2023.
- Capital Appreciation: Over time, property values tend to increase, building equity. Historically, UK house prices have shown consistent long-term growth.
- Less Active Management: While still requiring oversight, it generally involves less frequent buying and selling activity compared to other strategies.
- Ethical Lens: This strategy is more aligned with permissible investment if purchased using halal financing e.g., Murabaha, Ijara and managed ethically, providing beneficial housing to others.
Rental Property Management
For investors focusing on rental income, effective property management is crucial.
Services like Qualityhomemanagement.co.uk would typically offer support in this area.
- Tenant Sourcing and Vetting: Finding reliable tenants, conducting background checks, and drafting tenancy agreements.
- Rent Collection: Ensuring timely rent payments and managing any arrears.
- Maintenance and Repairs: Handling property upkeep, coordinating repairs, and ensuring the property meets safety standards.
- Legal Compliance: Staying updated on landlord-tenant laws, property licensing, and safety regulations.
- Ethical Aspect: Ensuring fair rental agreements, respectful treatment of tenants, and prompt resolution of issues are paramount. Avoiding excessive rent hikes that burden tenants is also important.
Property Development and Value Add
This strategy involves purchasing properties that are undervalued or in need of significant renovation, adding value through improvements, and then selling or renting them.
- Renovation and Refurbishment: Investing in structural repairs, modernizing interiors, or extending the property.
- Permitting and Planning: Navigating local planning regulations and obtaining necessary permits for development.
- Higher Risk, Higher Reward: This strategy can yield substantial profits but also carries higher risks due to construction costs, delays, and market changes.
- Ethical Lens: When undertaking development, ensure the construction is safe and durable. The purpose should be to create beneficial living spaces or improve existing community infrastructure, rather than purely speculative profit. Avoid cutting corners or engaging in deceptive practices.
Avoiding Speculative and Interest-Driven Strategies
While these strategies offer potential rewards, it’s critical to approach them with a mindful and ethical perspective, particularly regarding the use of interest-based financing and excessively speculative practices.
- No Interest-Based Leverage: Avoid using conventional mortgages or loans riba to finance investments. This is a fundamental principle.
- No Excessive Flipping: Rapid property flipping, especially when heavily reliant on borrowed capital, can be akin to speculation and carries higher risks. While not inherently impermissible if done through halal means, the intent should be to add genuine value, not just quick profit from market timing.
- Prioritize Real Value: Focus on investments that generate real value, provide legitimate services like housing, and contribute to the economic well-being of society, rather than being solely driven by financial engineering or market manipulation.
Frequently Asked Questions
What services does Qualityhomemanagement.co.uk offer?
Qualityhomemanagement.co.uk primarily offers real estate services, including assisting in finding ideal homes, property management, and optimizing property investments.
They aim to cater to buyers, sellers, and landlords.
Does Qualityhomemanagement.co.uk list specific properties on their website?
Based on the website, Qualityhomemanagement.co.uk provides illustrative examples of property types and prices but does not have a live, searchable database of specific listings.
Users are encouraged to contact them directly for property details. Crimsonhosting.co.uk Reviews
How can I get a quote for Qualityhomemanagement.co.uk’s services?
You can get a quote by directly contacting Qualityhomemanagement.co.uk via their phone number 0203-432-6233 or by using the “Request a Custom Quote” feature on their website.
Is Qualityhomemanagement.co.uk a real estate agent or a property management company?
Qualityhomemanagement.co.uk positions itself as both an expert real estate advisor assisting with buying/selling and a property management service, offering comprehensive solutions for property owners.
What types of properties does Qualityhomemanagement.co.uk deal with?
Their website mentions dealing with modern condos, charming townhouses, spacious family residences, and holiday rentals, indicating a range of residential property types.
Does Qualityhomemanagement.co.uk offer financial advice for property purchases?
The website states they offer “expert real estate advice” and help with “tailored solutions” for goals.
While they don’t explicitly state financial advisory, general real estate services often involve discussions around financing, which should be approached cautiously to ensure adherence to ethical financial principles.
How transparent is Qualityhomemanagement.co.uk about its fees?
The website indicates that pricing is provided via custom quotes, meaning there are no fixed fee schedules publicly displayed.
Clients need to engage directly to understand the costs.
What are the benefits of using a service like Qualityhomemanagement.co.uk for property management?
Potential benefits include professional assistance with tenant sourcing, rent collection, property maintenance, and ensuring legal compliance, which can save landlords time and effort.
Are there any ethical concerns regarding real estate services like Qualityhomemanagement.co.uk?
The primary ethical concern lies in the prevalence of interest-based financing riba in conventional real estate.
It’s crucial for individuals to ensure any financial transactions facilitated or recommended adhere to ethical principles, such as seeking halal financing alternatives. Thewebsiteproviders.com Reviews
How can I ensure my property transaction through such a service is ethical?
You must explicitly inquire about and insist on Sharia-compliant financing options.
Always read contracts thoroughly, seek independent ethical financial advice, and ensure all dealings are transparent and fair.
Does Qualityhomemanagement.co.uk provide services outside of the UK?
Based on the .co.uk domain and the content, their services appear to be primarily focused on the UK market.
What is the typical timeframe for finding a home through Qualityhomemanagement.co.uk?
The website does not specify typical timeframes, as this largely depends on market conditions, client requirements, and property availability.
Direct consultation would be necessary for such estimates.
Does Qualityhomemanagement.co.uk assist with holiday rentals specifically?
Yes, the website explicitly mentions “Holiday Rentals” as one of the property types they deal with, suggesting they can assist with both finding and managing such properties.
What kind of “local market insight” does Qualityhomemanagement.co.uk claim to offer?
They claim “in-depth local market insight,” which typically means knowledge of property values, rental yields, area demographics, and investment trends within specific UK regions.
Is Qualityhomemanagement.co.uk regulated by any UK real estate bodies?
While the website doesn’t explicitly state regulatory body memberships, reputable UK estate and letting agents are typically required to be members of a government-approved redress scheme like The Property Ombudsman or Property Redress Scheme. It is advisable for clients to verify this.
How can I cancel a service or engagement with Qualityhomemanagement.co.uk?
The website does not provide specific details on cancellation policies.
This information would typically be outlined in the service agreement provided once you engage their services. Kingsoutdoorlighting.com Reviews
You would need to refer to your contract or contact them directly.
Does Qualityhomemanagement.co.uk have a client portal for property owners?
The website does not mention a client portal for property owners to track their investments or managed properties. This would be a question for direct inquiry.
What is the importance of a “custom quote” in real estate services?
A custom quote allows the service provider to tailor their fees based on the specific scope of work, property value, and client needs, ensuring a personalized pricing structure rather than a generic one.
Are there any free services or trials offered by Qualityhomemanagement.co.uk?
The website does not mention any free services or trial periods.
Their emphasis is on direct consultation and custom quotes for paid services.
What should I do if I have a dispute with Qualityhomemanagement.co.uk?
If a dispute arises, you should first try to resolve it directly with Qualityhomemanagement.co.uk.
If unsuccessful, you would typically escalate it through their internal complaints procedure.
If they are members of a redress scheme which they should be, you can then approach that independent ombudsman for mediation or resolution.
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