Dedicated property managers
If the property is managed by us, the tenant will be introduced to their property manager at check in. He or she will be the tenants main point of contact throughout the tenancy to ensure they have a single person who can deal with any queries. They are available to ensure the tenants time in the property is trouble free and enjoyable.
The safety of our tenants is of paramount importance to us. Before the tenancy starts, the property manager will ensure your home is safe and compliant. Throughout the tenancy, the property manager will arrange contractor access for:
- Annual gas safety inspections
- Annual/Periodic electrical inspections
- Fire/smoke alarm testing if the property is part of a larger complex
- Reactive maintenance when something goes wrong
- Ad hoc visits to monitor ongoing issues
Important note: Our property managers will always give the at least overnights notice, normally longer, of any visits. Should something be of a more urgent nature we will reserve the right to access the property at shorter notice.
The dedicated property manager will visit on a minimum of 2 occasions each year. The first visit will be after 3 months, and 6 monthly thereafter. This will give us the opportunity to:
- Meet the tenant and speak to them about any concerns they might have
- Review the condition of the property
- Make recommendations to the landlord for any required works
- Send the landlord a full report with photos
Important note: As we are managing the property, the landlord will not be visiting. It is therefore important that we visit, take photos, and send a detailed report to the landlord so they can be confident their tenant is looking after their property.
Reporting maintenance issues
The dedicated property manager is here to help when something goes wrong. They will react to reported maintenance issues depending on their urgency. They will always try to trouble shoot the issue on the phone with the tenant or attend the property if they feel they can help. If they feel a contractor is needed, they will request one of our trusted contractors to attend at their earliest opportunity.
- Non urgent maintenance should be emailed to the property manager
- For urgent maintenance issues the tenant should call their property manager as soon as the problem becomes apparent.
Important note: Our property managers spend much of the day out of the office visiting properties. Should the tenant have an urgent maintenance issue, another member of the team will be ready to help in their absence.
Dealing with emergency maintenance
In the event of an emergency, the tenant should follow this advice:
- Gas emergency
- If the tenant smells gas or are worried about gas safety, they can contact their property manager immediately to seek advice. Outside of office hours they should call the National Gas Emergency Service Freephone number on 0800 111 999 at any time day or night.
- Plumbing emergency
- Advanced Plumbing & Heating offer a 24 hour emergency call out service for properties managed by us. Contact details will have been provided when the tenant checks in.
- Other maintenance emergency
- Our tenants can call our emergency out of hours contact number provided at check in to discuss any emergency. A member of the team will be able to assist.
Important note: The emergency service numbers are there to help our tenants and keep them safe. If the emergency is due to any act of negligence or responsibility of the tenant, or if it is deemed to be a non-emergency, the tenant may be liable to reimburse the cost of the call out and any works carried out.
General cold weather advice
The following should be considered if you are going to leave the property vacant for a prolonged period for time:
- Freezing temperatures can cause flooding to properties if pipes freeze and burst. Please leave the heating on low/winter setting, even if the property is unoccupied to prevent this from happening.
- Water Systems
- If it’s likely that the property will be empty for a significant period of time, turning off the water is not always sufficient as there is normally still a lot of water in the system which could cause damage. The tenant should advise us if the property will be empty for any period longer than 14 days. It may be necessary for the tenant to drain the system down or have a plumber do this for.
Renewing the tenancy
The tenant will have originally signed a 6 or 12 month tenancy when you moved in. The dedicated property manager will be in touch with the tenant up to 2 months before the end of the fixed term to see what their intentions are. The tenant might:
- Renew the tenancy for a further fixed term: We will draw up a new contract at a cost of £30 and arrange for the tenant to sign via Docusign. This will give the tenant security of tenure for a further 6 or 12 months.
- Continue on a statutory periodic tenancy: This is a monthly rolling tenancy to give the tenant added flexibility. The tenant can serve 1 months notice to vacate. However, the landlord does have the option to serve the tenant 2 months notice and so offers less security for the tenant.
- Vacate the property: If the tenant decides to leave they should give us the required notice. It is likely that we will have to remarket the property to find a new tenant. We will therefore require access for viewings and will advise as and when these are booked in
Moving out of the property
If the tenant has given notice to vacate the dedicated property manager will start the check out procedure. Our aim is to advise the tenant of what we will expect when they have moved out, and help them to prepare. Some points to consider:
- The dedicated property manager will send a check out pack confirming that we have received the tenants notice and advising of what they need to do to prepare the property for handing back to us.
- The property will be remarketed and we will attend for viewings with at least overnights notice.
- The tenant will return keys to the same office they picked them up from originally.
- The dedicated property manager will attend the property on the next working day and produce a check out report. He or she will have the original inventory to compare condition. The report will be sent to the tenant with photos and confirmation of any proposed deductions from the deposit, if any.
Following agreement between the landlord and tenant of deposit allocation, the deposit will be sent to you via cheque or BACS if the tenant can provide us with proof of forwarding address. We always aim to return the deposit as soon as possible after check out.