Thank you for choosing to rent through Morgans

We are grateful that you have chosen to rent with us in a competitive market. We aim to deliver great service every step of the way but we understand that we will sometimes fall short of our own expectations. Please do to let us know if you feel that we have let you down- over 25% of our new business comes from recommendations and returning customers.

We really would appreciate your feedback. If you are really happy with the way we have looked after you, then we’d love you to leave a Google review.

Tenants’ handbook

Please take the time to read ‘Have a nice stay’, which we have put together to welcome you to Morgans and to your property. We have included all sorts of useful information around your responsibilities as a tenant and householder- we hope that you find this useful.

 

Report an issue

We are delighted to have partnered with Fix Flo, the market leader in automated repair management and you can use this via desktop or mobile. It is available in many languages and has been shown to improve the efficiency of repair management.

Out of hours emergency

For out-of-hours emergencies, please call the relevant number in your handbook. A typical call out charge is at least £120 (plus VAT) and you will be liable for this charge, plus any labour costs, if you call the out of hours service to report an issue which is not an emergency.

What is an emergency

An emergency is defined as ‘any repair necessary to avoid a danger to the tenant’s health or well-being, or to avoid serious damage to the building or the tenant’s belongings’.

Complaints procedure

We are a member of The Property Ombudsman Scheme, and aim to provide the highest standards of service to all our customers.  To ensure that your interests are safeguarded, a complaints procedure is in place.  This provides for the matter to be dealt with internally and, in the event that we are not able to deal with the issue to our mutual satisfaction, by reference to The Property Ombudsman.

If you believe you have a complaint, please email info@cityliving.co.uk and your complaint will be directed to the relevant department manager.

Your written complaint will:

  • Be acknowledged within 48 hours.
  • Be investigated thoroughly in accordance with established in-house procedures.
  • Be replied to within 15 working days of receipt of your complaint.

If you are not satisfied with the outcome of our initial investigation, you are provided with a further and final opportunity to have the complaint reviewed by a member of the senior management team, who has not already been involved in the initial investigation.  This should be addressed to Jacqui Pringle at j.pringle@cityliving.co.uk who will allocate a senior manager to conduct the review.

In the event that the final review, as detailed above, still fails to satisfy your complaint, you are at liberty to have the matter referred to The Property Ombudsman.  We will submit our file to the Ombudsman on request.  You are also entitled to have your complaint referred to the Ombudsman should we fail to deal with matters promptly or do not comply with our in-house complaints procedure within 8 weeks of the date on which we receive your written notification.

 

Thank you for bringing this matter to our attention.

www.tpos.co.uk 

We have client money protection via ARLA – MO200870 and NAEA – C0011302