Tenants Information

Tenant Referencing

Once the referencing is complete and you have signed the contract, the Landlord of your chosen property will also sign the contract. Now you can relax, you have found your new home. All that remains is for you to pay the balance of rent and deposit before move in day (we usually recommend paying no less than 72 hours before move in day to avoid any delays due to bank errors etc). Then simply come to our office on the first day of your Tenancy to collect the keys!

Client Money Protection is now a mandatory requirement for all letting agents

Property Options is a member (CMP005986) of Client Money Protect (CMP), a government approved Client Money Protection Membership Scheme that protects any money held by a letting agent. The scheme ensures that that money such as rents and deposits are safeguarded whilst in the custody of their agent and are returned to clients if anything should happen to the agent.

Our Client Money Protection Certificate

Our commitment to you

We aim to make moving home a stress-free experience and do so by providing outstanding levels of service. Our commitment is to help you buy or sell, let or rent your home, investment or business with integrity and professionalism.

Its important to us that everything we do and say demonstrates this commitment and shows that we see our customers as the heart of our brand.

As a member of The Property Ombudsman Scheme we commit to complying with their Code of Practice for Lettings and Estate Agents.

Our customer care and complaints policy

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 will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

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.