Complaints Procedure

Locate Properties – Complaints Procedure

At Locate Properties, we are committed to providing a professional, efficient and courteous service to all our clients, tenants, landlords and customers. If you are dissatisfied with any aspect of our service, we want to hear from you so that we can investigate the matter and work towards a fair resolution.

Stage 1 – Submit Your Complaint

Please send your complaint in writing by email or post, providing as much detail as possible, including:

• Your full name and contact details.
• The property address (if applicable).
• A clear description of your complaint.
• Copies of any relevant documents or correspondence.
• The outcome you are seeking.

Your complaint should be addressed to:

Complaints Department
Locate Properties

Email: [email protected]

We will acknowledge receipt of your complaint within three working days.

Stage 2 – Investigation

Your complaint will be investigated by a senior member of staff who has not been directly involved in the matter wherever possible.

We will carefully review all relevant information and, if necessary, contact you for further details before reaching our decision.

A full written response will normally be provided within 15 working days of receiving your complaint. If the investigation is likely to take longer, we will keep you informed of the progress and explain the reason for the delay.

Stage 3 – Final Review

If you remain dissatisfied after receiving our initial response, you may request that the complaint be reviewed by a Director of Locate Properties.

The Director will undertake a final review of the complaint and issue our final written response within 15 working days of receiving your request for a review.

Independent Redress

If you remain dissatisfied after receiving our final viewpoint letter, or if eight weeks have passed since your complaint was first made and it has not been resolved, you may refer your complaint to our independent redress scheme.

The Property Ombudsman (TPO)

Any referral must be made in accordance with The Property Ombudsman’s rules and within the applicable time limits after receiving our final response.

Our Commitment

Locate Properties is committed to:

• Treating all complaints fairly, consistently and objectively.
• Investigating complaints thoroughly and impartially.
• Keeping you informed throughout the complaints process.
• Learning from complaints to improve our services.
• Resolving issues as quickly and professionally as possible.

We value your feedback and appreciate the opportunity to resolve any concerns you may have.

Tenant Fees

Tenancy Deposit

Annual rent up to £50,000
A security deposit equivalent to five weeks’ rent.

Annual rent exceeding £50,000
A security deposit equivalent to six weeks’ rent.

Short-let tenancy deposit
A deposit of £700 or one week’s rent (whichever is greater).

Other Permitted Fees

Variation, assignment, novation or change of tenant requested during an existing tenancy
£50 (including VAT), or the reasonable costs incurred where these exceed £50, in accordance with the Tenant Fees Act 2019.

Late payment of rent
Interest may be charged on rent that remains unpaid for more than 14 days at 3% above the Bank of England base rate, calculated from the date the payment became overdue until it is received in full.

Lost keys or security devices
The tenant will be responsible for the reasonable cost of replacing any lost keys, key fobs, access cards or other security devices. Where replacement of locks is required, the tenant will also be responsible for the reasonable associated costs.

Fees for Non-Housing Act Tenancies and Non-Licence Agreements

Tenant Administration Fee: £250 per person

This fixed administration fee covers the work involved in arranging a tenancy and may include, where applicable:

• Arranging and conducting viewings.
• Negotiating the terms of the tenancy.
• Carrying out reference checks.
• Completing Right to Rent checks (where required).
• Preparing the tenancy documentation and agreements.

This fee is charged per individual applicant, not per tenancy. The maximum charge is £250 per person and applies only to the first four occupants named on the tenancy. Where there are more than four occupants, no additional administration fee will be charged unless the tenant requests or gives rise to an additional service for which a separate fee is payable.

Sales Fees

Our sales fee is calculated as a percentage of the final agreed sale price of your property.

Rather than charging every client the same fee, we provide a personalised quotation based on a range of factors, including your property’s value, location, type and the level of marketing and service required.

Following your free, no-obligation market appraisal, one of our experienced property consultants will discuss the best strategy for selling your home and provide you with a clear, competitive and transparent fee proposal, with no hidden charges.

At Locate Properties, we believe in offering honest advice, exceptional marketing and a dedicated service to help you achieve the best possible sale price for your property.