We repeatedly had to find and manage the accommodation ourselves
My experience of Rapid Relocate while trying to arrange alternative accommodation following my parents’ house fire was very poor.
This was not a straightforward situation. My parents had lost their home, other family members staying at the property had also been displaced and suitable accommodation had to take account of my mother’s significant mobility difficulties and requirement for single-level living.
Unfortunately, my experience was that the accommodation arrangements required repeated correction and far too much involvement from my family.
There were problems with booking arrangements and dates despite clarifications being provided. We repeatedly had to chase matters and correct information that should have been properly managed.
Perhaps most frustratingly, my family had to take an active role in finding suitable alternatives ourselves. We identified accommodation and provided the relevant contact details rather than simply receiving an effective accommodation solution from the company engaged to help arrange one.
The wider accommodation situation eventually involved finding a more sustainable solution through a residential caravan at the loss address for my parents, alongside separate accommodation arrangements for other family members.
Hastings Direct has since upheld our complaint about Rapid Relocate. Its final response acknowledged that accommodation options had not been suitable for my family’s circumstances and referred to issues with booking and managing short-term accommodation, including arrangements being made for incorrect dates despite clarifications.
Hastings also stated that “the standard of service provided fell below what you should expect” and awarded compensation in respect of Rapid Relocate’s poor handling and delays.
That acknowledgement is welcome, but it does not change how difficult and frustrating the experience was at the time.
When a family has just lost its home, arranging suitable temporary accommodation should reduce stress rather than create more of it. In our experience, too much responsibility for finding, correcting and chasing accommodation arrangements fell back on the family.
I would strongly recommend keeping detailed written records of every arrangement and checking dates and bookings carefully.
Reply from Rapid Relocate Ltd
Thank you, Gareth, for taking the time to share your experience. Firstly, we are very sorry for the distress your family experienced following the fire.
We acknowledge the concerns you raised regarding the suitability of the accommodation options provided, booking arrangements, communication, and the need for your family to repeatedly follow up and provide information. As part of our complaints process, we have thoroughly reviewed these matters and discussed the findings with your insurance provider. We sincerely apologise that the service you received fell below the standards we strive to deliver. Thank you again for bringing these matters to our attention and for giving us the opportunity to address them and improve the support and service we provide to customers in similar circumstances.