Complaints Procedure
Sunderland Landlord Compliance
A trading name of Sunderland Property Network Ltd
Last updated: 17 June 2026
At Sunderland Landlord Compliance (SLC) we take all complaints seriously and aim to resolve them quickly, fairly and transparently. This procedure applies to complaints about any service we coordinate, including EPC Assessment, Gas Safety Record / CP12, Boiler / Gas Service Add-On, EICR, electrical and gas remedial works, Smoke & CO Alarm Check Records, HMO Fire Risk Assessments and SLC Platform Access, as well as quote handling, communication and subcontractor onboarding.
1. How to Make a Complaint
Complaints are to be raised in writing only via our Contact page by selecting Complaint from the topic dropdown, or by email to info@sunderland-landlord-compliance.co.uk. Please include your name, property address, quote or job reference if applicable, the service the complaint relates to (for example EPC, Gas Safety Record / CP12, Boiler / Gas Service, EICR, remedial works, Smoke & CO Alarm Check, HMO Fire Risk Assessment or platform access) and a clear description of the issue.
2. What Happens Next
We will acknowledge your complaint within 2 working days and provide a full written response within 10 working days. Complex complaints, or those that require us to liaise with a delivery partner or accreditation body, may require additional time and we will keep you informed throughout.
3. Escalation
If you are not satisfied with our response you may request a senior review by emailing us and marking your message as "Senior Review Request". We will respond within a further 10 working days.
4. Complaints About EPC Assessments
EPC assessments are completed and lodged by independent accredited Domestic Energy Assessors through their own approved accreditation route. Where a complaint relates to the quality or accuracy of an assessment we will liaise with the assessor on your behalf and provide accreditation scheme contact details on request, so the matter can also be raised directly with their accreditation body if needed.
5. Complaints About Gas Safety Record / CP12 or Boiler Service
Gas Safety Record / CP12 and Boiler / Gas Service work is carried out by Gas Safe registered engineers. Complaints relating to the safety, conduct or workmanship of a gas engineer can be raised with us so we can liaise with the engineer, and may also be raised directly with the Gas Safe Register where appropriate.
6. Complaints About EICRs and Electrical Remedial Works
EICRs are issued by qualified electrical contractors. Where a complaint relates to electrical inspection, testing or any remedial action, we will liaise with the contractor on your behalf. Electrical execution and remedial works are coordinated via Sunderland Electrical Network (SEN). Complaints may also be raised directly with the contractor's competent person scheme where applicable.
7. Complaints About Quotes, Payments or the SLC Platform
Complaints about quote handling, payment instructions, invoicing or use of the SLC platform (including account access, compliance records or renewal reminders) should be sent to the email address above. We will investigate and respond within the timescales set out in section 2.
8. Complaints From Subcontractor Applicants
Subcontractor applicants who wish to raise a concern about the handling of their application, uploaded documents or onboarding decision may contact us using the details below. We will respond within the timescales set out in section 2.
9. Contact
Please use our Contact page to send us a message or email us. All current contact details are kept up to date there.