Customer Bill of Rights

100% SATISFACTION GUARANTEE

Whilst we strive for perfection in everything we do, we are human and do make mistakes. If at any time our service does not meet your expectations tell us you are not 100% satisfied with our service and we will refund any fees you paid to us in the previous 28 days.

Conditions of 100% Satisfaction Guarantee

The 100% Satisfaction Guarantee is for landlords who have signed a Client Agreement with us and for tenants who have completed a Tenancy Application Set-up Form and paid a Set-up Fee to us.
For Full Management properties that are not yet tenanted we will waive the Property Management Fee for the first rental month.
For Let Only properties that are not yet tenanted we will waive the Set-up Fee minus the cost of any Third Party Services as listed on our website at the time the guarantee is invoked.

GUARANTEE TO LET

If we can’t find you a tenant within 30 days you don’t pay us the Set-up Fee.

Conditions of Guarantee to Let

The Guarantee Period is 30 calendar days.
The Guarantee to Let is for landlords who have signed a Client Agreement for our Let Only service.
The Guarantee Period starts on the day and at the time the property details are published on the internet.
The Guarantee Period ends on the day and at the time a tenant applicant makes an offer to rent your property that is subsequently accepted by you (or in your absence by us).
If the tenancy application is subsequently declined for any reason or the tenant applicant fails to start the tenancy by the agreed date, the Guarantee Period re-starts on the day and at the time the property is listed as available on the internet.
The Guarantee to Let applies to property within the civil boundaries of Glastonbury, Shepton Mallet, Street and Wells.
The Guarantee to Let applies to property that is in a good state of repair, is in good decorative order, has been cleaned professionally throughout, meets all current legal and health & safety requirements and has a Current Energy Efficiency Rating in the range A-E.

FAIR FEES PROMISE

We guarantee not to be beaten on price for the services we provide. Find an identical service at a lower price within the initial fixed term of the tenancy and we promise to beat it!

Conditions of Fair Fees Promise

The Fair Fees Promise is for landlords who have signed a Client Agreement for our Full Management or Let Only services and for tenants who have completed a Tenancy Application Set-up Form and paid a Set-up Fee to us.
For landlords, an Identical Service is one that includes all the features included in our Full Management or Let Only services as defined in the Service section of the Client Agreement.
For tenants, an Identical Service is one that covers all the features included as part of the Set-up Fee as identified in the Tenancy Application Set-up Form completed when the Set-up Fee is paid.
The Identical Service must be provided by an agent who is a member of a professional association or accreditation scheme for landlords or letting and managing agents and who is protected by professional indemnity insurance.
The Fair Fees Promise applies throughout the initial fixed term of the tenancy.

PROMISE TO TENANTS

Safe and energy efficient properties – We promise that all properties that we let meet all current legal and health and safety requirements and have a Current Energy Efficiency Rating in the range A-E.
Disclosure of material information - We promise to disclose all material information at the earliest opportunity that could affect your decision to agree to a tenancy.
Brutally honest pricing - We promise to openly publish all our fees up-front and won't surprise you with any small print or any hidden extras before, during or at the end of your tenancy.
Punctuality - We promise to be punctual for all appointments. If we are delayed we will contact you to give you the option of delaying the appointment or rescheduling for a later date/time.
Speedy response to all communications – We promise to respond to your telephone messages, SMS messages, e-mails and letters the same working day, or the next working day if outside office hours.
Happy tenant checks – We promise to ask you periodically how happy you are with your property and tenancy and what we can do to make you a happier tenant.
Regular inspections – We promise to inspect your property on a regular basis to help identify any repairs or maintenance required to the property, fixtures, fittings or contents (if any) and ensure your property is complying with relevant legislation.
No surprise visits – We promise not to make any surprise visits to your property and any visits to your property will be subject to us giving you 24 hours’ notice in writing.
Prompt return of deposits – We promise to return your deposit to you promptly after the property is assessed against the Inventory and Schedule of Condition Report and any compensation for dilapidations and cleaning is agreed by all parties.
If we fail in any part of our Promise to Tenants we promise to give you Amazon or John Lewis vouchers (you choose which) to the value of £20.