CALL BACK REQUEST 01162 677 890 Professional Residential & Commercial Property Management


We cover the whole of the East Midlands.

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Leicester Office
01162 677 890

Richard Hopwood

Managing Director, Acorn Lettings

On this page you will find answers to just a few commonly asked questions that we’ve had over the years, but as much as we try to please everyone, all of the time, occasionally things don’t go quite as expected.

At Acorn Lettings our customers come first at all times. If you’re not happy we want to put it right as quickly as we can and we have a straightforward complaint procedure to help us do just that.

01162 677 890

Sophie Neale

Office Manager, Acorn Lettings

As the Office Manager at Acorn Lettings, I like to think that I have my finger ‘on the pulse’ of all that we do for our customers. If you have any questions about any of the services we provide, that are not shown below, please contact me.

 Of course, if things don’t go the way you planned for any reason, I want to know about that too. I can be called at anytime during office hours and I will do my utmost to help put things right. 

01162 677 890

Frequently Asked Questions

…and what to do if things go wrong

I’m thinking of buying a new house and have been told I need a Building Surveyor. Why do I need a RICS Building Surveyor for buying a new house?

A RICS building surveyor will look at the whole property from top to bottom. The survey may identify work that needs to be done before buying the property or perhaps a problem with the structure that you should be made aware of before the sale is completed. A building surveyor will let you know exactly what you are buying and will give you an estimate for costs of any work that may need to be carried out. This information can then be used as a negotiating tool when purchasing the property. At Acorn Surveys and Valuations we can carry out surveys for business premises or inspections of structural problems you may experience with your home or business property.

My property has developed dampness and cracks in the walls. Can you help identify and suggest remedial work for the problem and cause?

We will come along and survey the problem for you and then give you advice on the cause and how best to remedy the situation. Should the problem be serious and remedial work be necessary, we can then arrange the work to be done for you and monitor the process.

I want to extend my home (or business) but don’t know where to start. What do I do first?

You will need a feasibility study of your ideas for the changes you wish to make on your property. These ideas could be a room in the roof or maybe an extension you wanted for commercial premises to accommodate your business. We can then help undertake measured surveys as part of the feasibility study to prepare the layout and put into consideration site restrictions that could affect your proposal.

I know what I want, but I need plans. Can you prepare these or do I need an Architect?

  • We can provide full Architectural services as an architect as such is not required as a separate profession and cost. We are able to provide services to enable your ideas to be turned into reality or plans required for conveyancing or leases. Following your approval of the plans we can then arrange for Planning and building regulations applications to then be submitted, and if necessary, negotiate on your behalf to local and statutory bodies about your plans.

I’ve got planning permission for a project but I need someone to take care of the day to day contract administration. Is this a service you can provide?

Contract administration can be a nightmare for the inexperienced, but we have the skills and experience to take care of your project for you, large or small.

My project needs a planning supervisor, can you help?

We can offer you our expertise in designing projects and administering construction contracts, particularly work in occupied premises where health and safety are paramount. Following the completion of your project, we will also prepare a Health and Safety/Maintenance file including accurate “as-built” drawings.

I need to arrange for a condition survey to be carried out. Is this something you do?

This is a service we provide. We also give advice on repairing covenants to leasehold properties and prepare condition surveys tailored to suit your requirements

What happens if things go wrong? How can I complain?

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 acknowledgment 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




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. 

Contact Us
  • Acorn Lettings Leicester

  • 6 Hannah Parade, Stonehill Avenue, Birstall, Leicester LE4 4JE
  • Tel: 01162 677 890
  • Email: