Permitted payments and tenant protection information

 

NEW FOREST RENTALS DO NOT CHARGE TENANT FEE’S

 

As of June 1st 2019 please see below our Summary of Permitted payments

 

• For properties in England, the Tenant Fees Act 2019 means that in addition to rent, lettings agents can only charge tenants (or anyone acting on the tenant's behalf) the following permitted payments:

• Holding deposits (a maximum of 1 week's rent);

• Deposits (a maximum deposit of 5 weeks' rent for annual rent below £50,000, or 6 weeks' rent for annual rental of £50,000 and above);

• Payments to change a tenancy agreement eg. change of sharer (capped at £50 or, if higher, any reasonable costs);

• Payments associated with early termination of a tenancy (capped at the landlord's loss or the agent's reasonably incurred costs);

• Utilities, communication services (eg. telephone, broadband), TV licence and council tax;

• Interest payments for the late payment of rent (up to 3% above Bank of England's annual percentage rate);

• Reasonable costs for replacement of lost keys or other security devices;

• Contractual damages in the event of the tenant's default of a tenancy agreement; and

• Any other permitted payments under the Tenant Fees Act 2019.

 

MEMBERSHIP DETAILS

 

​

 

 

 

 

Redress Scheme -Property Ombudsman - Membership Number D7542

 

Client Money protection - CMP ( Client Money Protect) - Membership Number

 

 

 

 

NEW FOREST RENTALS - IN-HOUSE COMPLAINTS PROCEDURE

 

We are 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.  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 you 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.