Property Management 10.0

Unlike the majority of letting agents, the team you met and dealt with when letting the property will be the same team you deal with during the management. We know the properties, we know the tenants, and we know our landlords. We believe continuing this relationship is the key to a happy let.

Once under our management we work hard to make sure we balance the requirement to provide our tenants with a good quality home with the financial interests of our landlords.

Our online portal takes tenants through fault-finding processes to troubleshoot issues themselves before calling us or our emergency contractors.

Landlords are alerted to a problem at the house through their portal link. All parties can see when we have acknowledged the issue and monitor any developments.

10.0 Property management

We have a 6 step procedure when dealing with maintenance issues:

➊ The tenant reports a maintenance issue

➋ We investigate and see if there is an immediate solution that can be handled remotely

➌ If the issue is unclear we attend the property to investigate further or ask the tenants to send pictures if the problem is visual

➍ If we do not know ourselves, we have a team of contractors who we can speak to depending on the issue for advice and guidance. They can often give us things to look for to identify a cause or give the tenant guidance on the phone to fix the problem at no charge to the landlord

➎ If the matter still cannot be resolved, we would speak to the landlord to see if they are happy for us to instruct a contractor

➏ If the landlord is happy for us to do so we would then instruct the contractor and arrange a visit to fix or quote for works.

Out of hours procedure

We will book our first routine inspection 3 months after the tenancy has started and through this inspection we will determine how frequently we need to visit going forwards. This could be between 3-12 month intervals depending how well the tenant is looking after the property and if any concerns are raised. After each inspection a report will be emailed to both landlord and tenants with any photographs, comments or suggestions. This report is also saved on the portal.

Out of office hours, tenants will continue to use the portal to report maintenance issues for us to action on our return. In the event of an emergency we recommend a select few contractors that we trust and use regularly. The tenants are given their details when they move in but they are also on our website and the portal should they need them. If contacted outside of office hours our contractors will offer support and guidance over the phone and if emergency works are needed they will come out to the property as soon as possible.

We have a small pool of contractors, all local professionals that we have worked with for a number of years and who know the level of service we expect for our tenants and landlords.

The contractors are happy to collect keys from us and work alongside us to ensure works are carried out in a timely manner and to a high standard.

Rent and statements

If you have a contractor that you particularly want us to use please let us know. Providing they have adequate insurance and qualifications, we are more than happy to instruct and liaise with them accordingly.

We do not charge additional fees for organising work or take a percentage of contractors’ invoices. We minimise our landlords’ expenditure wherever possible.

The rent is due each month on the date the tenancy started (unless otherwise agreed). Where fully managed you will receive the rent, less our management fee, 1-5 working days after we have received it as clear funds. This normally takes 24 hours from being received in our account, but will be delayed where the payment falls on a weekend or bank holiday.

Your monthly statement is processed in house and sent via overnight email. It will show any deductions clearly along with copies of contractor invoices if there has been any maintenance works undertaken for your records.