Broden Lloyd achieves ‘Standard of Excellence’ to make The ESTAS shortlist for 2023

Broden Lloyd has been recognised for delivering outstanding customer service to its clients by making the shortlist for The ESTAS - the biggest award scheme in the UK residential property industry.

Broden Lloyd has achieved the ESTAS ‘Standard of Excellence’

based on the service ratings they achieved via customer reviews submitted to the ESTAS review platform. The reviews have been completed at the end of the moving experience and ESTAS monitors service ratings over a 12 month period giving a highly accurate overview of the standard of service that’s been delivered to the customers. The ESTAS ‘Standard of Excellence’ provides a kitemark demonstrating the consistent service performance of every firm that has been shortlisted in 2023.

The ESTAS Awards honour the best, agents, conveyancers and mortgage brokers in the UK. The awards are powered by the ESTAS online customer review platform which enables property professionals to demonstrate the customer service standards they deliver for their clients. ESTAS strict verification process ensures reviews are genuine, this year’s shortlist has been calculated following the evaluation of 300,000 customer review ratings.

The regional and national winners will be announced in October at the prestigious annual ESTAS ceremony held in London.  The awards will be presented by the UK’s favourite property expert Phil Spencer in front of 1,200 of the UK’s top property professionals.

Spencer said “The ESTAS Awards are based on real feedback, from real clients experiencing real service so they provide genuine proof of the service levels that a firm is delivering to clients. Now more than ever high quality customer service is crucial if home movers are going to realise their dream of getting the property they set their hearts on.”

Simon Brown, founder of ESTAS says “At ESTAS we’re creating a community for best practice property professionals who all share a passion for delivering great service and a belief that service really does matter.”

Lizzy, Director at Broden Lloyd } “We are very proud to be shortlisted. We take our levels of customer service very seriously because we know clients have a choice.  Hopefully we can go one step further and win at The ESTAS Awards in October.

For more information about ESTAS please visit www.theestas.com or call 01892 610245

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Client Money Protection Cert.

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ARLA

Complaints Procedure

Broden Lloyd Lettings & Property Management
Complaints Procedure.

We are committed to providing a professional service to all our clients and customers.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language

If you have a complaint, please put it in writing, including as much detail as possible.  We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

·         We will send you written acknowledgment of the receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.

·         We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you.  A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint.

·         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 a senior member of staff.

·         We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

·         If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

01722 333 306

admin@tpos.co.uk

www.tpos.co.uk

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint , including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

Our membership number N01534.

M0039839.

Tenancy Deposit Member Number and Logo

Membership number
G02838A

Fee's charged to Tenants

Property Holding Deposit

A refundable holding deposit totalling one week’s rent is required to reserve the property during the referencing process. If the application is successful, this can be used towards the rent and deposit.

Deposit

The deposit is capped at 5 weeks rent.

Property Holding Deposit

A refundable holding deposit totalling one week’s rent is required to reserve the property during the referencing process. If the application is successful, this can be used towards the rent and deposit.

Early temination of tenancy requested by the tenant

The tenant is liable for the rent and utilities until the end of their tenancy agreement, or until the property is re-let (whichever is soonest). The tenant is also liable for the re-letting costs.

Pets

The landlord may accept a pet in their property, however a charge of an additional £50 maximum may be applied to the rental figure.

Change to Tenancy Documents Requested by Tenants

£50.00 Including VAT

Loss of Keys

 £25.00 Including VAT (£20.83 + VAT)

Fee's charged to Landlords

Fully Managed

£240.00 + VAT (total £288.00 incl VAT) per tenancy.

10% + VAT monthly commission (total 12% incl VAT)

Per Annum £30.00 incl VAT  (£25.00 + VAT) Deposit Protection Fee

Referencing Fee - £35.00 incl VAT (£29.17 +VAT)  per applicant.

Finders Only

£400.00 + VAT (total £480.00 incl VAT)

Referencing Fee - £35.00 incl VAT (£29.17 +VAT)  per applicant.

Property Mark Conduct and Membership Rules

https://www.propertymark.co.uk/media/1045366/conduct-and-membership-rules.pdf

Broden Lloyd are ARLA Agents, what does this mean?

Every year, unlicensed agents cost Britain's tenants and landlords thousands of pounds because they don't have protective measures in place to guarantee your money.

By using a licensed ARLA agent you are guaranteed:

- to be consulting with qualified and trained agents who can give you professional up to date advice and guidance

-that your money is protected by a Client Money Protection Scheme

-that you are dealing with an agent who follows a Code of Practice and Rules of Conduct laid down by their Professional body

-that your agent has Professional Indemnity Insurance

-that you have a route to redress should something go wrong

What does licensing mean for you?

The Association of Residential Letting Agents (ARLA)  is committed to providing the highest standards of letting and management services through its licensed agents.

ARLA believes that all letting and property management agents should belong to a licensing scheme- so that consumers know that not only are they getting the highest quality service possible, but also so that any unscupulous, unethical and unprofessional agents are stopped from practising in the letting industry.

How am I better protected with a licensed agent?

A licensed ARLA agent is qualified and is required to keep up to date with the latest developments in the market and with the changing legislation affecting letting and property management.

By choosing a licensed ARLA agent you are protecting your money  because it is covered by a Client Money Protection Scheme. A licensed ARLA firm will also have Professional Indemnity Insurance in place for your protection.

A licensed firm also abides by a Code of Practice  as well as Rules of Conduct. This means you can be assured that the service you receive is to the highest standard and your enquiry will be dealt with professionally and fairly.

Look for the logo and make sure it's not you loosing out!

Rising Rentals

Reported by the Intermediary Mortgage Lenders' Association.

Since 2007, the private rented sector has grown from 14% to 18% of households. While buy-to-let-lending has grown significantly in the last year, according to the Council of Mortgage Lenders, driven by landlords eager to take advantage of strong demand, the IMLA reveals that BTL mortgages have financed  just 420,000 (32%) of the additional 1.31m houses in the private rented sector since 2007. The remainder has been made up of cash or commercially-funded purchases and properties rented out by their existing owners, as some people turn into unexpected landlords in an attempt to make ends meet.

The problem can be traced directly back to the lack of housing supply in the country. Indeed, homeownership has dropped from 68% to 64% since 2007, as people find it increasingly hard to afford property thanks to the shortfall in stock against rising demand, an imbalance that has led to ballooning prices.

Low interest rates and quantative easing have also advantaged landlords, with finiancial regulations such as limits on interest-only-mortgages adding to the obstacles facing would-be homeowners. The Government is making a concerted effort to boost building activity in the UK, but the process of construction is far slower than the process of buying a house; without a dramatic shift in supply, the shortfall is set to continue, exacerbated to climb to 67.8m by 2020 and 75.3m by 2035.

If current trends continue the IMLA warns that the majority of UK households will be renting in the private end social sectors by 2032, the first time such a high proportion of Brits have been tenants since early 1970.