A USEFUL TENANCY GUIDE Property Management
WELCOME TO YOUR NEW HOME Thank you for choosing Greene & Co. as your letting agent. We will be managing the Property on behalf of your Landlord during your tenancy. What to expect from the Greene & Co. Property Management Team: Repairs and Maintenance If there is a fault or maintenance issue at your Property that falls outside your responsibilities, please log the issue via our online helpdesk, accessible via our website or at greene.co.uk/manage/log-a-maintenance-issue. Please note: all maintenance issues must be logged via the helpdesk to be processed. TENANTS LOG AN ISSUE Before contacting Greene & Co. please consider the nature of the problem. We are unable to resolve issues that do not directly relate to the actual Property itself. For example: If you have issues with your water supply please speak to Thames Water If your bin collection is missed please speak to your local council If you ever suspect a gas leak, you should contact the following helpline: National Grid Gas Emergencies (Formally Transco Gas) 0800 111 999 (this is a 24-hour emergency line) Please see the National Grid website for further details: www2.nationalgrid.com/uk/safety/
General If there is a leak in your Property please check to see whether this is coming from a neighbouring property In the event of a leak that is neighbour-related, you should endeavour to retrieve contact details to pass onto us for access If there is a power cut please check whether this is a local area issue or whether only your building is affected If your drains are blocked please check this isn t due to residue build-up In all cases we require approval from the Landlord before we process a job. This may take up to five working days from when you log a request so please take this into consideration when looking at response times. However, anything that poses a Health and Safety risk will of course be dealt with immediately. Response times High Priority: Immediate action 24 48 hours Substantial water leak Security issue Power cut Disruption to heating Lack of hot water Gas leak Blocked drain Medium Priority: 4 5 working days Faulty equipment Faulty fixtures and fittings Account matters Pest control Low Priority: 10 15 working days Internal refurbishment Cleaning Light bulb replacement greene.co.uk/manage/log-a-maintenance-issue
Please consider the validity of the maintenance matter before requesting any maintenance work. There will be a call-out charge payable by you as the Tenant if the matter is found not to be the responsibility of the Landlord. The call-out charge may range from 50+VAT to the cost of the works. No contractors will be appointed to the Property until the charge is cleared. Access We will require access to the Property and will liaise with you to ensure a convenient time is booked. If, however, you have arranged an appointment and fail to be at the Property or you refuse entry, a 50+VAT cancellation charge will be payable. Gas Inspections Annual inspections are required by law. Access must be provided to allow an annual gas safety check to be carried out. Tenancy Renewal Three months prior to the end of your tenancy you will be contacted by Greene & Co. to notify you of your Landlord s position regarding renewal. If you wish to speak to us regarding renewal at any time during your tenancy please contact your Property Manager. Security Issues In the event of a security breach of the Property in which you reside, please follow the process below: Contact the police Obtain a crime reference number Contact your insurance company and provide them with your crime reference number Contact your Property Manager using the contact details shown on the back of this brochure Keys Replacement of broken, lost or faulty keys and locks is the responsibility of the Tenant. For more information contact the Property Management team. propertymanagement@greene.co.uk
Do s and Don ts as a Tenant (Your Responsibilities) Nominate one of the Leave food out which may Tenants to be the encourage vermin main contact with your Put pictures up without Property Manager asking the Landlord s Keep the Property in a clean condition permission email your Property Report all faults in a timely manner via Manager with the details our online helpdesk of where you would like to hang the Keep all communal areas (including the pictures and they will liaise with the garden) tidy and clear of rubbish Landlord Test the smoke alarms in the Property Cause any damage. You will be liable for and change the batteries in line with the cost incurred in repairing damage manufacturer s instructions caused to the Property by misuse or Replace any lost keys (you will be liable neglect for the costs and any damage occurring Contact Greene & Co. with utility or during re-entry) council queries you must liaise with Forward any post addressed to the the relevant utility providers or local Landlord to your Property Manager authorities directly Report problems in full and all at once, Ask your Property Manager to visit the rather than in a piecemeal fashion, via Property to take delivery of any items or our online helpdesk to give access to third-party contractors. Keep in good condition any areas of the This is your responsibility and we will not Property that fall under your tenancy be able to assist with these requests agreement including, but not limited to, Avoid reporting damages occurring the garden, communal space, loft space, in the Property during your tenancy. garage and shed Otherwise you may run the risk of Notify your Property Manager if you incurring repair costs at the end of your are likely to have trouble meeting rent tenancy which will be deducted from payments your deposit monies Notify your Property Manager if your personal details have changed Please contact pmaccounts@greene.co.uk if you require bank account details or any other details regarding rent payment. General Information Rent Your rent is to be paid to the Greene & Co. Property Management Account by standing order. Please ensure you allow transfer time from your account for rent to be received as cleared funds, on the date the rent is due. As rent is payable in advance, payments will be classed as one month overdue if they are not received as cleared funds. Smoking Your tenancy agreement stipulates a no-smoking policy within the Property. If you do smoke within the Property you will be in breach of your tenancy agreement and may be subject to charges for cleaning and redecorating the Property. Emergencies If there is an emergency at the Property, please contact your Property Manager. However, if it involves a utility service (electricity, gas, water etc.) you must contact the utility provider directly on the helpline number provided on the bill. In the event of a fire: Do not stop to collect personal belongings evacuate the Property immediately. If there are other people in the Property, sound the alarm (if there is one) as you make your escape Telephone the Fire Brigade on 999 immediately when you reach a place of safety. If you think there may be someone left in the building inform the 999 operator and do not attempt to re-enter the Property
Complaints We always strive to deliver excellent customer service. If however, you have any feedback that you wish to pass on, please do not hesitate to contact Tanem Mehmet directly. Tanem Mehmet Head of Property Greene & Co. Head Office The Greene House 63-65 Goldney Road, London W9 2AR Email: tanem@greene.co.uk Insurance It is important that you take out contents insurance in order to protect your belongings. Tel: 0208 236 3333 Email: enquiries@hcfltd.co.uk www.hcfltd.co.uk Withholding rent and the law A Tenant cannot withhold rent. If they do so, the Landlord has the legal right to give the Tenant a notice of termination due to non-payment of rent and could then file an application for eviction. In a case involving maintenance problems, there are other options a Tenant can pursue to deal with these. As long as the Landlord is being reasonable in attempting to resolve matters, there cannot be a justifiable reason to withhold rent. What constitutes a complaint? Maintenance issues resolved outside of our response times as referenced in this brochure and on our website Poor quality repair
If you require emergency assistance which cannot be logged via the helpdesk please contact your dedicated Property Manager and they will respond to your call. BELSIZE PARK NW3 Edina Grotter m: 078 1553 3405 CLERKENWELL EC1, EC2, EC3, EC4, E1, E2, N1 Jordan Axten m: 078 1553 3403 CROUCH END N8, N19, N4, N10, N6, N7, N22 Jordan Axten m: 078 1553 3403 KENSAL RISE NW10, NW6 Edina Grotter m: 078 1553 3405 KENTISH TOWN NW5 Edina Grotter m: 078 1553 3405 MAIDA VALE W9 Claudia Gal m: 078 1553 3399 WEST HAMPSTEAD NW6, NW2 Verity Sturt m: 078 1553 3400 URBAN SPACES EC1, EC2, E2, E8 Jordan Axten m: 078 1553 3403 www.urbanspaces.co.uk CLIENT SERVICES t: 020 7604 2240 propertymanagement@greene.co.uk HEAD OF PROPERTY Tanem Mehmet m: 079 7383 7 078. SALES LETTINGS NEW HOMES