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Emergency Repairs

At Caroline Walker Property Leasing Ltd we are committed to providing a personal service to both our Tenants and our Landlords. For any routine repairs at your let property please call the Office on 01224 446346 or email caroline@cwpropertyleasing.com during the hours of Monday – Friday 9am to 5pm. 

We will then organise a repair for you as soon as possible.   If your repair isn’t an emergency, please call or email the office the next day to organise a repair.  For emergency repairs only out with office hours & weekends, please call Caroline Walker on 07379762828.  An emergency repair would be classed as water ingress, emergency plumbing repairs, no heating or hot water etc.  We aim to ensure repairs are completed within the following timescales: -

·         Emergency repairs – made safe within 24 hours and completed within 5 working days

·         Routine (non-emergency) repairs – completed within 10 working days 

The vast majority of repairs will be completed within the timescales outlined above but occasionally there will be circumstances out with our control.

Deposits

Your deposit will be held by Safe Deposits Scotland for the duration of your Tenancy.  The deposit will be lodged within 30 days of your tenancy start date.  You will receive an email and a letter from Safe Deposits Scotland confirming your details and deposit log in information.  Please keep this information safe as you will need this information to claim your deposit back at the end of your Tenancy. Once you’ve left the property, we aim to return your deposit to you within 30 days.

Inspections

Caroline Walker Property Leasing Ltd will arrange to conduct quarterly inspections of the property.  The purpose of this visit is to ensure that there are no maintenance issues that need attention and also to check that you are fulfilling the obligations of the lease agreement and maintaining the property to a satisfactory standard.  It is reassuring for the Landlord’s that their property is being well looked after.  Each visit will normally take less than 20 minutes and we will give you sufficient notice beforehand of the intended date and time of the visit.

Complaints

Caroline Walker Property Leasing Ltd are committed to providing a professional service to all our Landlords and Tenants.  When something goes wrong, we urge you to tell us about it.  This will help us to improve our standards.  If you have a complaint, please put it in writing either via email or letter and include as much detail as possible about your complaint. 

If you have a complaint about our service of a contractor or third party who we have instructed to provide goods or services in relation to a property owned by or occupied by you, please write down the details of your complaint and send it to:  Caroline Walker Property Leasing Ltd, The basement No.3, 1-3 Albyn Terrace, Aberdeen, AB10 1YP.  The agent will acknowledge your complaint within five working days and we will then investigate it further.  This will normally be dealt with by a manager who will review your file and speak to the person(s) in question.  A formal written email outcome of our investigation will be sent to you within 10 working days of sending the acknowledgement email.  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 the Director of CWPL.  We will email you within 10 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons for this decision.   

You may apply to the First-tier Tribunal for Scotland (Housing & Property Chamber) if we have breached the Scottish Letting Agent Code of Practice and you remain dissatisfied once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale.  You can contact the Tribunals Centre, 20 York St, Glasgow G2 8GT.  More details can be found at: http://www.housingandpropertychamber.scot