Ten standards we hold ourselves to as a landlord. They cover communication, repairs, respect, complaints, compliance, and the everyday things that make a home feel well-run. Every tenant can expect them — and hold us to them.
Being a good landlord isn't just about meeting the law. It's about turning up, communicating clearly, fixing what's broken, and treating every tenant with respect. These ten standards are how we measure ourselves.
We will always be reachable, polite and responsive — and tell you who's handling your case.
Issues will be triaged by priority, fixed against published targets, and tracked transparently.
Every legal duty as a landlord, met on time — every time, in every property.
Every tenant treated with the same respect, regardless of background or circumstance.
If you need something adapted, ask — we will consider every reasonable request.
If we get something wrong, you'll know exactly how to raise it and what happens next.
Every tenant has the right to enjoy their home in peace — and we will defend that right.
Significant damp and mould investigated within 14 days, voluntarily applying Awaab's Law to every property.
Your personal data treated lawfully, transparently and securely under UK GDPR.
When a tenancy ends, the process will be fair, evidenced and respectful.
If we fall short of any of these, tell us. We'd rather hear it directly and put it right than have you carry the frustration on your own.
If something we've done — or not done — doesn't match what's promised on this page, here are the steps to take. We'd rather you raise it than not.
The fastest way to put something right is to raise it directly. Email contact@mdmhomes.co.uk or log a Tenant Cloud ticket marked "Complaint". You'll get an acknowledgement within 5 working days and a full response within 10.
If you're not satisfied with our first response, ask for a senior review. The case will be looked at fresh by someone not previously involved, with a written outcome within a further 10 working days.
If our internal process doesn't resolve things, you have several options:
As an NRLA-accredited landlord, our practices are guided by the standards the National Residential Landlords Association sets for the sector. The NRLA itself does not handle individual tenant complaints, but the existence of these professional standards is part of why we believe accreditation matters.
The standards on this page are our commitment in writing. Every tenant should expect them, and every tenant has the right to challenge us where we fall short.