A) The rent
B) A refundable tenancy deposit capped at no more than five weeks’ rent where the annual rent is less than £50,000, or six weeks’ rent where the total annual rent is £50,000 or above
C) A refundable holding deposit (to reserve a property) capped at no more than one week’s rent
D) Payments to change the tenancy when requested by the tenant, capped at £50, or reasonable costs incurred if higher
E) Payments associated with early termination of the tenancy, when requested by the tenant
F) Payments in respect of utilities, communication services, TV licence and council tax; (In the Tenant Fees Act, utility, means electricity, gas or other fuel, water and sewage)
G) A default fee for late payment of rent and replacement of a lost key/security device, where required under a tenancy agreement
We are very sorry that you have a complaint – here’s what to do to if you are dissatisfied with any aspect of the service you have received from us at Best Residential.
If you have made your complaint verbally, whether face to face or over the phone, please also make it in writing addressed to the Compliance Officer:
The Barn, 4 Pirton Grange, Shillington
Or email: firstname.lastname@example.org
This is to ensure that we fully understand the nature of your complaint and have a written record of it.
We will acknowledge your complaint within 7 days. We will consider your complaint as quickly as possible, and provide you with a full response or, if that is not possible, an update on what is happening with your complaint within 28 days.
The first thing that the Compliance Officer will do will be to identify which area of the business your complaint relates to and establish the facts of the issue from both your complaint and our records. We will then try to assess how your complaint arose and attempt to resolve the complaint to your satisfaction. If you are happy with the outcome of the investigation into your complaint, this will conclude the matter.
However, if we cannot agree on how to resolve the complaint or eight weeks have passed since the date on which we first received your complaint in writing, and the issues remain unresolved, then you will have the opportunity to take your complaint to the final stage of our complaints handling procedure, which involves referral to The Property Ombudsman Services, whose contact details are below:
The Property Ombudsman Services Limited
43-55 Milford Street
Please note we are members of the Propertymark Client Money Protection Scheme. Click here for membership requirements.