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Safa Residences
Complaints procedure

Our commitment.

Safa Residences Management Ltd (trading as "Safa Residences") is committed to resolving every complaint quickly, fairly, and transparently. This procedure applies to landlords, guests, and any third party affected by our service. It is free of charge to use.

Who can complain

  • Landlords whose properties we manage
  • Guests staying in properties we operate
  • Prospective landlords or guests in respect of our pre-contract conduct

What you can complain about

Quality of service, fees and charges, communications, conduct of staff or contractors, handling of client money, marketing, data handling, accessibility, or any other aspect of our service.

Stage 1

Direct

Send your complaint by any of these channels:
  • Email: hello@safaresidences.com (subject: "Complaint — [your property/booking ref]")
  • Post: Suite Ra01, 195-197 Wood Street, London, E17 3NU
  • WhatsApp: +44 7597 396999

We acknowledge receipt within 2 working days with a unique complaint reference number and a named contact. We aim to resolve within 10 working days. If we need longer, we'll tell you why and give a revised target date.

Stage 2

Escalation

If you are not satisfied with our Stage 1 response, escalate by emailing the director, Muhammad Sameer Khan, at hello@safaresidences.com (subject: "Stage 2 Escalation — [your complaint reference]").

We will issue a Final Response Letter (also known as a Letter of Deadlock) within 15 working days, setting out our final position, the reasons for it, your right to refer the matter to PRS, and the 8-week time limit.

Stage 3

Independent redress

If we have not resolved your complaint within 8 weeks of you first raising it with us, or if you have received a Final Response Letter and remain dissatisfied, you may refer your complaint to the Property Redress Scheme:
The Property Redress Scheme
Limelight, 1st Floor Studio 3, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH

Referring a complaint to PRS is free of charge for you. You must refer within 12 months of our Final Response Letter. PRS is approved by the UK Government as an Alternative Dispute Resolution (ADR) body for consumer disputes under the Consumer Rights Act 2015.

Membership status: We are a registered member of the Property Redress Scheme. Our member number is PRS058526.

Client money complaints

If your complaint concerns the handling of client money (rent, deposits, owner remittances), client funds are at all times held in a safeguarded client money account separate from our operating accounts and protected by Client Money Protect (CMP). Complaints about client money are handled under this procedure and may also be referred to PRS at Stage 3. CMP coverage details are published on our Compliance page.

Reasonable adjustments

If you need this procedure or any communication in an alternative format (large print, audio, plain English summary), or if you need additional time or a different communication channel because of disability, language, or vulnerability, tell us when you complain and we will accommodate reasonable requests at no charge.

Records

We keep records of all complaints and outcomes for at least 6 years, in line with our Privacy Policy. Records are used to monitor service quality, identify recurring issues, and comply with our regulatory obligations.

Pre-trading note

At the time of publication (May 2026), Safa Residences is pre-trading. We are not yet onboarding landlords or accepting guest bookings. This procedure is published as part of our compliance preparation. It will apply in full from the date we begin trading.

Version 1.0 · Effective 5 May 2026 · Next review due 5 May 2027

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