Faq

• What happens if a tenant doesn’t pay their bills?

  If the tenancy agreement states the tenants are liable for utility bills, then the tenant is directly liable to the providers. The landlord has no liability for these bills if the tenant does not pay during their tenancy liability period.

• What happens if a tenant doesn’t pay their rent?

  We follow a strict schedule for chasing unpaid rent and advise the landlord if we believe issuing notice to end the tenancy is advisable, or when legal action should be considered. We are fortunate enough to say this rarely happens, but it can of course be an element of risk.

• How will I know my property is being looked after during the tenancy?

  If you employ us to provide our Fully Managed service we will be carry out routine visits and report back to you.

• Do I need a special mortgage?

  Your mortgage company must provide you with permission to let your property, usually this means they will change your mortgage to what is known as a Buy-to-Let mortgage.

• Do I need special insurance?

  A landlord must ensure their buildings and contents insurance provider are aware the property is being let so they can provide the correct cover. There are additional insurance options available to landlords, such as Rent & Legal protection insurance which are worth considering for peace of mind.

• What will it cost me to use a management company?

  This depends on the area you are in and the service level that you opt for. Contact us to find out what services are available to you.

• How can I identify a good tenant?

  We do this by asking some preliminary questions that enable us to determine if they will be a suitable tenant. Next they complete a detailed questionnaire and application process which then gets verified by running credit checks and contacting referees.

• What does a management company do for a landlord?

  Too much to list in one short answer! Everything a landlord should be doing to ensure their property is safe and compliant to let whilst ensuring the daily tasks are covered such as managing maintenance issues, routine visits, documentation is correct, rent is collected, and invoices are paid.

• Why should I use a management company?

  As professionals in the residential lettings industry we are trained, qualified and keep up to date with the regular changes to legislation. There are already over 150 rules and regulations a landlord must abide by in the letting of their property, and our role is to ensure these are adhered to as well as taking the time and hassle factors away from the landlord in the day to day running of lettings.

• Complaints Procedure

  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 have eight weeks to consider your complaint. If we have not resolved it within this time you may refer your complaint to The Property Ombudsman.
  
  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 acknowledgement 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
  Salisbury
  Wiltshire
  SP1 2BP
  01722 333 306
  www.tpos.co.uk
  
  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.