Tenant FAQs
We use Rent4sure to conduct all of our credit and reference checks.
By law, we have to collect Identification from prospective Tenants. This is in line with Money Laundering Regulations 2007 so please do not get offended when a member of staff requests this from you.
On the day that you move in, all tenants must attend our Lettings office (Cross Keys House, 51-53 Devonport Road, Stoke, Plymouth PL3 4DL) where you will be taken through all of the paperwork that needs to be signed before you are given the keys to the property. We will never meet you at the property so please ensure that you come to the office at the allotted time.
Your first point of contact will always be the Lettings Department on 01752 500099 or send an email to lettings@crosskeysestates.net
If there is an EMERGENCY out of office hours then please call the Lettings Department on 01752 500099 and you will be given further instruction. DO NOT instruct your own contractor as you may become liable for their call out charge.
The tenancy created may be terminated by the tenant giving one clear months’ notice in writing and NOT before the expiration of the fixed term. Thereafter the tenancy will need to be renewed or roll onto a periodic tenancy.
We lodge all of our managed properties deposits in The Deposit Protection Custodial Scheme.
Call us immediately and we will do our utmost to assist you.
The answer is no, however if you wish to be there whilst the report is being compiled by one of our staff then please let our Lettings Department know.
You would be expected to leave the property in the same state as when you originally moved into it. The Inventory will be compared with the final inspection report and a decision made as to whether any works are required to bring it up to a satisfactory standard.
If you should wish to register a complaint against the company or any individual representing the company, you should in the first instance contact:
Craig McMillan Duncan Compliance Director Cross Keys Estate Agents Limited, Cross Keys House, 51-53 Devonport Road, Stoke, Plymouth PL3 4DL
Email: craig@crosskeysestates.net
The in-house complaints procedure is as follows:
- A written complaint will be acknowledged by Cross Keys Estates in writing within 3 working days.
- A formal written outcome of the company investigation will be issued to the complainant within 21 days. This outcome of this investigation will be deemed final.
- If you cannot settle your complaint with us, you are entitled to refer it to The Property Ombudsman. This complaint must be made within 6 months of the date of the agents’ final written response. Our membership number of the scheme is D00723
The contact details for The Property Ombudsman are as follows:
Milford House 43-55 Milford Street Salisbury Wiltshire SP1 2BP
Tel: 01722 333 306
The Agent is a member of TPOS (“The Property Ombudsman Scheme”) and follows the TPOS Code of Practice. The Client agrees that the Agent may give information about the sale of the Client’s property to the Ombudsman, if the Client has registered a complaint and he asks for that information. The Client also agrees that the Agent may give the Client’s contact details to TPOS (if they ask for it) to help them monitor how the Agent is following the Code of Practice.
Yes, absolutely! We encourage all of our clients to take some time to write a review about your experience with us on the All Agents website which is the UK’s largest customer review website for the property industry. The link to do so is below:
