Category Archives: Tenants
IN-HOUSE 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, quoting our membership number NO1900.
What will happen next?
- We will send you a letter acknowledging receipt of your 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
43-45 Milford Street
01722 333 306
Please note the following:
You will need to submit your complaint to The Property Ombudsman within twelve 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.
The Provision of Service Regulations 2009
Whites Independent Lettings have taken on new CMP cover to safeguard the money they handle for landlords and tenants.
You may have heard about the “rent holiday” during the current situation. We would like to take this opportunity to explain what this means.
We have not seen the legislation with the details, but we know the direction of travel. The government recognise that some people who are ill, self-isolating or even lose their jobs as a result of the current problems may not be able to pay rent. Obviously, anyone who loses their job is encouraged to claim benefits at the earliest opportunity.
Rent will remain due, but landlords will not be able to start a court action for rent arrears during the three-month period. Therefore, as rent remains due, rent should be paid if possible.
As it remains due, even if you cannot afford all the rent due to reduced income, please ensure you pay what you can as it will reduce the amount of rent you have to catch up on when this rule is lifted in three months’ time. The proposal does not take away the responsibility for the rent, it simply gives a little more time to pay before court action is started.
It will help us if you stay engaged and let us know your circumstance so that we can interact with you in the most appropriate way.
In our business we meet with people on a daily basis, in the office, in homes and in the street. The issue of COVID 19 is in the forefront of our minds, we do not want to unnecessarily be exposed or expose our staff, tenants, landlords and customers to risk.
Part of our business means that we visit our managed properties several times a year. Whilst we will continue to do so we will only do so when are clear that the risks presented to tenants or to our own staff are kept to an absolute minimum. We will be introducing some changes to our procedure as below:
- If you are due a visit from our staff you will ordinarily receive an email in advance which we ask you to respond to, this email will, from today, also ask you to answer some basic questions about your recent travels and your health.
- In addition, we will now telephone you 24 hours prior to our visit to reiterate the questions asked in the first email.
- If you or someone in the household is feeling unwell or is self-isolating, if you or someone in the household has recently travelled outside of the UK or has flown within the past 2 weeks, please let us know.
- If any occupier is over 70 or have underlying health conditions or fall into any other vulnerable category then again please let us know.
- If you are not going to be present during our visit then the risk is minimal and we will attend, if you are going to be present, we may choose to cancel the visit.
More information is available on the NHS website
Thank you for your understanding,
“How to Rent” Guide
The Deregulation Act 2015 introduced changes to some of the rules around section 21 notices. Regulations providing details of those proposals, and the prescribed form, have now been released. It should be noted that these rules only apply in England and to tenancies created on or after 1 October 2015. The attached ‘How to Rent’ checklist should be read by landlords and tenants before they consider letting or renting a property.Download the “How to Rent” guide here
Looking for Property to rent in Fareham and the surrounding areas? Then ‘Contact Us‘ with details of the type of property you require and we will give you a call to discuss your requirements and let you know when we have suitable properties available.
Or if you prefer, you can call us now on 01329 286545.
A range of insurance policies are available for property tenants:
Up to your selected sum insured for damage to your household furniture, equipment, furnishings, clothing and personal possessions whilst in your home (excludes business equipment).
Up to £2,500 for accidental damage to your landlord’s contents, fixtures & fittings for which you are responsible.
Up to your selected sum insured for loss or accidental damage to your clothing, watches, jewelry, spectacles, other valuables (excluding mobile telephones) and pedal cycles whilst away from your home anywhere in the UK or whilst temporarily elsewhere in the world. Theft from unattended vehicles must be from a locked boot.