Relevant terms for tenants
In addition to paying rent for the property, you may also be required to make the following permitted payments:
Before the tenancy starts:
During the tenancy:
- Holding Deposit: 1 week’s rent; and/or
- Deposit: 5 weeks rent (or in the case of rental income of more than £50,000 per annum 6 weeks rent).
- Payments to other third parties: such as Council Tax, utilities or payments for communications services;
- Default Charges: such as payments for the replacement of lost keys or interest at 3% above the Bank of England Base Rate from the rent due date until paid;
- Tenancy Transaction Charges: such as tenants requests to vary or assign the tenancy. £50 inc vat per agreed variation.
Chase Macmillan Estates Ltd is a member of Propertymark CMP scheme (Reg:C0009823), which is a client money protection scheme, and also a member of The Property Ombudsman, which is a redress scheme. You can find out more details on our website or by contacting us directly.
Management of the property
At the start of the tenancy, we will advise you who is responsible for managing the property. This is not always Chase Macmillan Estates Ltd. Where we are not managing the property we cannot authorise any repairs or maintenance, or guarantee the speed at which repairs will be carried out. Where we are managing the property, we may have to obtain the landlord's consent before proceeding with a repair.
Where we manage a property and hold keys, we can usually provide access to our nominated contractors (with your permission). However, where we do not hold keys or the contractor is not willing to collect keys, it is your responsibility to provide access.
It is your responsibility to ensure your own belongings throughout the tenancy. Chase Macmillan Estates Ltd highly recommend that all tenants take out some form of contents insurance to protect their belongings - TVs and gadgets, food in the freezer and the clothes in your wardrobe
You will be responsible for the payment of telephone, internet, gas, water and electricity accounts at the property during your tenancy, as well as the council tax unless agreed otherwise. Unless stated otherwise, we will notify the relevant companies and the local authority that you are moving into/out of the property. You are also responsible for ensuring that a valid television license remains in place for the duration of the tenancy. Utility companies will also always require the occupant to provide access for any visit.
Anti-Money Laundering Regulations
Chase Macmillan Estates Ltd is subject to the Money Laundering Regulations 2007. As a result, we will need to ask you for suitable photographic identification & documentation and will be unable to proceed with any work on your behalf if we are unable to obtain this from you.
Chase Macmillan is 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, or alternatively e-mail us at email@example.com.
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 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, 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.
The Propertymark Conduct and Membership Rules
(specifically the rules for handling Client Money), as required by Section 5 (2) (b) The Client Money Protection Schemes for Property Agents (Approval and Designation of Schemes) Regulations 2018.
Please use the following link: