Thank you for choosing to rent through Morgans

We really appreciate you choosing us. We work hard to ensure that we deliver great service from beginning to end but we also understand that we will sometimes fall short of our aspirations. Should this be the case, please do take the time to let us know; over 25% of our new business comes from recommendation and returning clients and we want to keep it that way!

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 our handbook, which is designed to make your life easier. We have included contact information about utility companies, useful tips, bond return procedure and your responsibilities as a tenant. We hope that you find this useful and would be particularly grateful for your cooperation when reporting a maintenance issue- the procedure is set out in full in ‘have a nice stay’

Report an issue

To report a repair during Property Management hours call 0113 2179090.

  • Mon – Thurs 9:00am to 7:00pm
  • Friday 9:00am to 5:00pm
  • Saturday 9:00am to 5:00pm

Out of hours emergency

For out of hours emergencies, call the relevant number listed on page 10 of the tenants handbook. A typical call out charge is a minimum of £120 (inc. VAT) and you will be liable for this charge, plus any labour costs, if you call the out of hours service with an issue which is not an emergency.

What is an emergency

An emergency is ‘any repair necessary to avoid a danger to the tenant’s health or wellbeing, 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