Information

TENANCY AGREEMENT

As a member of the NRLA we use their standard tenancy agreements which are regularly updated to comply with current legislation.

DEPOSITS

For more information on how I protect my clients deposits, please check out the Government run Tenancy Deposit Scheme. Here your deposit will be held safely by the government rather than the landlord.When you leave the property any deductions are agreed before you leave so there are no unwelcome surprises.

DEDUCTIONS

This is always a grey area for Landlord & Tenant. The Landlord expects the property back in the same state as they rented & The tenant expects to just pack their things and leave, with this attitude, both will be disappointed. To ensure that both Landlord and Tenant are happy we ensure that on vacating a property the house is fully cleaned and encourage exiting tenants to use professional cleaners to ensure cleaning is of an acceptable standard. There is nothing more demoralising than cleaning a flat for 2-3 days and then on checkout day to have your hard work pulled apart by the check out agent. when moving into a property, our tenants expect the house to be adequately cleaned and we expect the same of exit.

We are happy to obtain a quote for you from a local cleaning firm. The last quote we received for a two bed property was £249.00

CLIENT MONEY PROTECTION

We are a member of the client money protection scheme.

GAS SAFETY

It's a legal requirement in the UK that all rented properties require a landlord gas safety test every year. This is to protect the resident. Each year Gas Safe registered installer will call and test all the gas appliances in the property. They will then issue a certificate of safety.

LANDLORDS

All my landlords declare the income they receive to the inland revenue, if you are a landlord you can find help sheets and info on how to complete your tax return at the inland revenues website

CHARGES FOR RESIDENTIAL TENANTS

Our aim is to keep costs low for both landlord and tenant. Our charges are listed below:-

Initial tenancy agreement (6 months) charge £0.00

Subsequent tenancy agreements (6 or 12 months) charge £0.00

All our tenancy agreements are standard National Landlord Association forms for an initial minimum term of 6 months.

References are required by all our landlords. Each landlord has a list of different requirements which can be supplied when you view the property.

When a credit check is required the referencing service we usually use is Open rent tenancy referencing.

If you are unlucky enough to lose your keys to the property, you will have to pay a reasonable fee to replace them. If a communal key is involved you will need to pay for the replacement of all the communal keys and lock for the block.

Your tenancy agreement states that rent is paid in full and on time each month by standing order mandate, failure to adhere to the tenancy agreement may result in a section 8 notice being issued on the ground of repeated late payment. Interest is due on late rent at a rate of 3% above bank base rate and is charged accordingly.

COMPLAINTS PROCEEDURE

Our aim is to provide a first class service and to do everything we can to ensure you are satisfied. If you feel that we have fallen short of this standard and you wish to complain, we ask that you first telephone the person who has had conduct of your matter and explain that you are dissatisfied with an aspect of the service you have received. If you remain unhappy with the way your complaint has been dealt with after speaking to the person with conduct of your matter then you should set out your complaint in writing to:

Lilyfrank Limited

25A Stanley Road

Ilford

Essex

IG1 1RW

And/or by email at: maria.holgate@gmail.com

In order to resolve your complaint, we would ask that you include the following information and

evidence, if applicable:

• An outline of your complaint explaining why you feel that we have fallen short of our first class service

• What you would like us to do to resolve it

• Any specific details that you feel would assist us with resolving your complaint. Including, but not limited to:

1) Time(s) and Date(s) of the incidence(s)

2) Telephone number(s) and or Address(es) you have used to contact us

3) Any written correspondence in connection with your complaint

4) Any other document in support of your complaint

On receipt of a complaint, we will investigate the issue(s) you have raised on your complaint fully and respond to you accordingly.

The timescales for dealing with a complaint are as follows:

• You will receive an ‘acknowledgement of receipt’ of your complaint from us within 3

working days of receipt of your complaint.

• Within 10 working days of the acknowledgement, you will receive a full response.

• If we are unable to resolve the matter within the 10 working days as stated above, we will provide you with reasons why we could not meet this time frame and provide you with an estimate of when a full response will be received

• After our final written response, we may deem the complaint closed. If we deem the matter closed then we reserve the right not to enter into any further correspondence.

We are members of the Property Redress Scheme. If you remain unhappy with the response received from us and have exhausted our complaints procedure, you can contact the Property Redress Scheme to ask them to investigate your complaint. In order to take your complaint to The Property Redress Scheme you must first have carried out the following:

• You have waited 8 weeks from the date of your written complaint to us for a response; and

• It is still within 6 months from the our last communication with you regarding this

complaint

The Property Redress Scheme is a government approved Redress Scheme who resolves complaints

between Members and their consumers. The complainant must have exhausted the Member's internal complaints procedure and remain dissatisfied with the Member's response. The Property Redress Scheme is free to use for the complainant and further information and guidance on how to resolve complaints is available via their website.

In order to make a complaint, please contact the Property Redress Scheme directly or alternatively, visit their website and fill out a Complaints Form. The Property Redress Scheme contact details are as follows:

Website: www.theprs.co.uk

By Email: info@theprs.co.uk

By post at:

The Property Redress Scheme

Premiere House

1st Floor

Elstree Way

Borehamwood

Hertfordshire

WD6 1JH