Dispute Resolution Procedure

Nova Haus is committed to providing a high-quality service to all our clients. When something goes wrong, we need to know about it and deal with it promptly and efficiently to help us check the quality of our service, improve our standards and maintain our exceptional reputation.

The following notes are provided for your guidance in the event that you have an issue or dispute against Nova Haus.

Please note that the resolution process is a written one, ensuring that all correspondence with both parties is clearly recorded.

Notes for the Guidance of Consumers

Nova Haus London Ltd is a member of the Property Redress Scheme (PRS) and we aim to provide the highest standards of service to all our clients and other parties. It is a condition of our membership of the Scheme that any issues or disputes are dealt with through our own internal procedure. This provides the opportunity for matters to be resolved before the need to refer to PRS arises.

If your dispute is not resolved to the mutual satisfaction of all parties, you can approach PRS, who will provide an independent review and assessment of the dispute.

THE PROCEDURE

Stage 1

If you have an issue or dispute against Nova Haus, please provide a written summary to the background of the problem(s) and confirm the name of the individual(s) with whom you dealt.

Your written communication will be acknowledged immediately and you will be given a time-scale within which a formal written response will be sent. The formal written response will inform you of the outcome of the investigation and any actions taken or to be taken.

Stage 2

If you are not satisfied with the outcome of the investigation, you are at liberty to have the matter referred to PRS, whose contact details are supplied below. You are also entitled to have your dispute referred to PRS should Nova Haus fail to deal with it expeditiously i.e. within eight weeks of the date of written notification to Nova Haus.

PLEASE NOTE: Disputes between landlords and tenants are not covered by the procedures outlined above. However, as the agent we would hope to be in a position to assist both Parties to resolve any issues, even though there may be no obligation on our part to do so.

Contact details for the Property Redress Scheme:

Property Redress Scheme
Premiere House
1st Floor
Elstree Way
Borehamwood
WD6 1JH

0333 321 9418 | mailto:info@theprs.co.uk

Testimonials

After giving up on monolithic and dishonest 'national' estate agency networks, Nova Haus London is a breath of fresh air. Independent, personable, professional, hands on and genuine, at every step of the process, this tight and experienced team really care - about the product, the client and they represent their fresh and innovative brand with a touch of class. I am a results driven man and Nova Haus London listened - and delivered.

5 Stars
Howard - Landlord

Testimonials

Have used Nova Haus to manage my 2 north London flats for last year and the service has been great. The use of their in house maintenance team has saved me some money but more importantly kept my tenants happy. They have cut out the middleman and provide an efficient service that is value for money, something that is hard to find these days! couldn't recommend more.

5 Stars
Sam - Landlord

Testimonials

I used Nova Haus’s services when I needed a new tenant for my flat. The service was like no other, I genuinely felt as though no question or query was too much and that I was there sole focus. I could not recommend them enough!

5 Stars
Michael - Landlord

Testimonials

Alex was really super helpful and accommodating to my needs. I had the best time in the apartment she found for me. Amazing service, I would definitely recommend her!!

5 Stars
Ana - Tenant

Testimonials

I used Nova Haus to sell my property and I have to say I was blown away by the service I received. There was always a flowing chain of communication and things that cropped up through the selling process were dealt with incredible professionalism and skill. I would 100% recommend Nova Haus to both my friends and family and should I need a service again for either rental or sales I will only be using this agency.

5 Stars
Marion - Seller

Testimonials

Having spent the last year dealing with multiple estate agents, the group at Nova Haus were a breath of fresh air. Their knowledge and level of detail for each property we were shown was unmatched. Everyone we dealt with were responsive and helpful. It is a shame that circumstances meant we were unable to follow through with a potential move, but they will definitely be the first call we make when we are ready!

5 Stars
Dan - Buyer