If you have recently become a tenant, 'Welcome' to the Middlesex Property Management Ltd family, and for all of our existing tenants, we are happy that you are still with us!

Our aim is, to keep you the tenant, in your tenancy.  Whether you are renting a residential property or a garage the following information will be of benefit to you.  As we are here to satisfy all your tenancy needs.

As a tenant you will receive a ‘Welcome’ Pack which includes your:

• Welcome Letter
• Copy of TDS certificate - Your deposit will be held in a government deposit scheme
• Letter from our Insurance broker, Deacon Insurance – with an excellent special offer!
• New Tenant Details form
• Magnetic MPM card
• Signed tenancy agreement will usually be sent to you in your Welcome Pack.

RENT/ ARREARS - 0208 799 2483

Problem with rent payments?  We would expect your rent to be paid punctually however we understand circumstances change and problems occur.  There is a natural tendency to ignore the problem in hope that funds will come in.  To avoid these situations becoming worse we would encourage you to contact the offices of Middlesex Property Management Ltd. immediately if a problem occurs to avoid arrears.  We pride ourselves to being people who understand and have the experience to help you resolve the situation.

If you decide to vacate the property, we will need advance notice.  To ensure appropriate notice is provided, please contact our office and we will review the break clause in your tenancy agreement.

REFERENCING - In the event you require a reference (various reasons) you will be charged a nominal fee, £20 + VAT.  Please advise your agent at the time of providing our contact details.

INVENTORIES - How MPM Ltd. system works:

MPM Ltd. uses an independent inventory clerk who conducts a ‘Check In’ & ‘Check Out’ inspection in the presence of the tenant(s).

Questions & Answers:

Why Independent - They are able to make a fair assumption of the property with no bias at the cost outlined on your agreed tenancy agreement.

INSURANCE - Deacon Insurance

This is recommended as the reality is that only fixtures and fittings are covered under the buildings insurance policy.  Many landlords don’t have a responsibility to take out contents insurance as the contents are generally the responsibility of the tenant whilst they are in occupation.  Deacons Contents Policy is ideal for tenants as you can easily arrange cover for your own possessions and the policy also includes tenants liability for damage to the landlords contents up to £8000, (please note this is only against fire, smoke, explosion, lightning, earthquake, storm, flood, burst or leaking pipes, tanks or other apparatus theft or attempted theft).

To arrange instant cover simply call our sales team FREE on 08000 92 93 94, quoting MID contents or complete the enclosed leaflet and return it to us5.  Deacon Insurance Services Ltd. can also assist you with other insurance requirements.

MAINTENANCE AND HOW TO REPORT A REPAIR - 0208 799 2488 (24 hour voice mail service)/Out of hours emergency help line

Procedure

• When calling our offices ensure you leave your name, number and the repair concern
• Your concern will then be registered onto our system
• Passed onto contractor to arrange an appointment/access.
• Quote provided for repair, if not dealt with on the spot; as per instruction from Landlord.
• All repairs will be treated with due care and attention. 

Landlords'’ obligations
Annual gas checks and PAT checks (Registered contractors).  This is a legal requirement.  Our contractor will liaise with you directly to arrange an appointment.  You will receive a copy of the certificate once the inspection has been conducted.  As outlined in your tenancy agreement, the Landlord or his representative may from time to time require access into your rented property; this will be provided in writing with at least 72 hours notice.

Emergencies:

Gas Transco - 0800 111 999.  A gas leak should be reported to Transco immediately.  Under no circumstance must you attempt to repair the fault.

Burst Water Pipe     You’ve been at the property for a while and should be familiar where the stopcock is.  Turn it off and report to us or your water board.

If you are away for two weeks or more advise us, we are then aware that your property is empty in the case of a leak or other emergency.

Fire - 999 Under no circumstance should you try to put it out yourself.  Call the fire brigade, and if our offices are open, please call our Maintenance Department and speak to our Team members at the Repairs Desk.

Please remember …..
Any changes you might want to make to your rented property will have to be addressed with your Landlord in advance, in writing.  If you need to make alterations to your tenanted property for medical reasons, please ensure you ask the relevant authority to submit their formal request on their application form.

In order to not jeopardise your deposit, it is important for you to advise, in writing, if you are considering re-decorating your property.  A rule of thumb, always keep the colour scheme neutral.

Erection of satellite dish - No fixtures should be placed on the building without the relevant authorisation.  Please call us.

Keep your rented property in good order.  If your rented property has a garden and is your responsibility and you would like to use one of MPM Ltd., reliable contractors, please feel free to contact us.  We could then provide you with leads and you can then make the necessary arrangements to ensure your garden area is always maintained.

COMPLAINTS
Problem neighbours & anti social behaviour – Don’t suffer in silence, please contact your local council and/or police station for advice and our offices in writing.

MPM Ltd staff, prides itself on the service that it provides to its customers, however, it is recognised that from time to time, problems occur that give rise to a customer making a complaint seriously.

If you have initially made your complaint verbally, and are not happy with the outcome, we would ask that you make your complaint in writing.

Once we have received your written complaint, we will make contact with you in writing within five days. At this stage we will give you our understanding of your case and will invite you to make any further comments that you may have or seek clarification in respect of any relevant matters.

Expect a conclusion within 8 weeks.

If you are dissatisfied with any aspect of our handling of your complaint or the outcome of our internal investigation, please make further contact.

HAVE YOUR SAY
It is always a pleasure to hear from our tenants!  We’d like to hear from you, suggestions, recommendations, concerns and/or complaints.  Feel free to tell us how you feel, in writing, to, info@middlesexproperty.co.uk .