Welcome to Prestige Sales & Lettings, our business operates within the UK and is based at 17 Llantrisant Street, Cathays, Cardiff. CF24 4JD, our registration number is 08724391 and our website is www.prestigecardiff.co.uk
The entire content and design of this website is protected by copyright and is the property of Prestige Sales & Lettings Cardiff.
The material published on this site must not be copied, modified or used for commercial purposes, unless express consent has been gained by Prestige Sales & Lettings.
Prestige Sales & Lettings are a member of The property Ombudsman (TPOS) and is bound their redress/complaint scheme, details of which can be found online at www.tpos.co.uk.
This document sets out the terms of use which you can view or access the information provided on our website. By accessing our website you agree to be bound by our terms and conditions. If you do not agree you should cease using the website.
We make every effort to ensure information on our web pages is accurate. However property information is for general interest only and does not constitute as advice. Details such as availability, asking price etc should be clarified prior to any travel arrangements with the office and as such Prestige Sales & lettings will not be held liable or responsible for any for arrangements made by yourself on the information found on our website.
If you have any concerns or questions relating to material on our website please contact us on info@prestigecardiff.co.uk
With over 25 years experience in the South Wales Property Market, we’ve kept a close eye on trends within the housing market, placing us in a strong position to advise our clientele in the best ways possible.
Cardiff is a city of many different properties – distinct communities each with their own atmosphere, architecture, history and culture. Then within these areas are a multitude of subtle but important differences – garden size, distance to the City Centre, width of houses, parking, light, views – the list is endless. The people who gravitate to one area or another are distinctive too: they have different priorities, different backgrounds, age groups, nationalities, careers and day-to-day needs.
We’ve been selling and letting property in Cardiff for more than 25 years. This means we have a huge store of information – we know how and why a neighbourhood has improved or changed over time, and experience gives us a sense of where it may be headed.
For an Estate Agent in one of the nation’s Capital cities, we also know that an international outlook is important too. We’ve helped Chinese Clients to invest in student property near the University Buildings, young professionals who are looking for modern low maintenance apartments in Cardiff Bay and Families looking for family homes near popular schools.
Over the years we’ve kept a close eye on the ebb and flow of Cardiff’s social tribes through the different areas of the City, and thanks to the type of people we employ and the results they’ve had, we’ve made friends along the way. We’ve been the constant in many people’s journey up and down the property ladder and have even bought sold and let property for members of the same family.
Good Estate Agency boils down to whether or not you have the experience, imagination and knowledge to join the dots in order to connect the right buyer or tenant with the right property.
We do – and we call it ‘Local know-how, better results.’
The agent holds professional Indemnity Insurance with Bennett Christmas to the Indemnity Limit of £250,000.
Prestige lettings has Client money protection on all accounts used for lettings of all properties, as this is now a Legal requirement.
Fee’s
Service Type Set-UP
Fully Managed 10% plus half of the 1st months rent
Letting and rent collections Bond equates to 1 month’s rent and 1 month’s rent upon tenancy start
Contract Holder
Fees & Additional costs continued
The tenant is required to pay for the Energy & Water supply, TV License and Council Tax . An expenditure list is emailed to the tenant prior to signing the occupational contract.
Prior to the deposit being repaid the landlord will check that there are:
- No Rent arrears
- That the property has been cleaned and emptied of belongings and that there is no damage to its fixtures or fittings or missing items from the inventory.
- No unpaid energy, water bills and council tax at the time the tenancy ends.
- In addition to this the landlord stipulates that One month’s notice is required to end the tenancy agreement
- Keys returned to the office will be checked to ensure that replacement locks are not required. If entry cannot be gained to the property due to non return of keys or lock change, the tenant will be charged for replacement locks.
As long as all conditions of the agreement are met the full deposit will be returned within the 10 days.
Rent & other payments
Interest will be paid at 3% above the Bank of England base rate for rent that is more than 14 days in arrears.
Cost of bank charges will be reclaimed by the landlord for a bounced cheque or standing order.
This policy takes into account Contract Holders & Landlords
Prestige Lettings Complaint procedure
Prestige Lettings is a member of The Property Ombudsman (TPOS) and as such follows their Code of Practice and complaints procedure, details of which can be found on-line at www.tpos.co.uk.
All members of the Property Ombudsman are obliged to have an in-house complaints procedure. This must be a documented process and should clearly explain what steps to follow to make a complaint and the specific timescales that will be adhered to when a complaint is received.
The Property Ombudsman offers free, impartial and independent service, resolving disputes between Consumers and Property Agents and has done since 1990.
What counts as a complaint?
This could be something a complainant thinks that you may have done wrong, or something that you should have done but did not do. They may notify you of their complaint verbally or in writing.
Even if you believe there is no basis or justification for complaint, any complaint received should be treated seriously and your complaints procedure followed.
How should I deal with a verbal complaint?
If you receive a complaint either by telephone or in person, ensure that you make a record, noting important details such as the date and time. At this point you should:
- Give the complainant a copy of your in-house complaints procedure and request that the complaint is put to you in writing.
- Tell the complainant the name of the individual to whom the complaint should be addressed. Explain that this is necessary to assist with the matter being investigated.
- Follow and explain the timescales set out in our codes of practice
Initial Response
Acknowledge the complaint in writing within 3 working days.
Include a copy of your in-house complaints procedure with your acknowledgement.
Explain that a written response will be sent within 15 working days, explaining the outcome of your initial investigation.
Should I notify my insurers?
The guidance on the Property Ombudsman website is that you should contact your public liability insurers if a complaint is made.
However, a common-sense approach is needed, as often the amount of compensation sought would be lower than the excess.
Who should investigate?
Once a complaint has been received it should be passed to a senior member of staff not directly involved in the complaint. Ideally, the person who receives the complaint should acknowledge it.
If you are unable, for practical reasons, to respond within the required timescale, you should advise the complainant and provide an estimate of when you expect to be able to complete your investigation
If the complaint is not resolved, a second review should be carried out by the Managing Director or someone in authority that has had no previous involvement in the handling of the complaint.
If a complainant contacts The Property Ombudsman first to complain before registering the complaint with ourselves, in most cases The Property Ombudsman will refer the claimant back to ourselves, so that we can complete an internal investigation.
Goodwill offer to resolve the complaint
Prestige Lettings may seek to settle a dispute quickly and may therefore wish to make a goodwill offer in full and final settlement of all complaints raised.
If the complainant accepts this in full and final settlement of all complaint, the Ombudsman will consider the matter settled.
If a complainant rejects the goodwill offer and refers the complaint to the Property Ombudsman, they will come to their own conclusion as to whether or not the offer made represents appropriate compensation.
Sometimes, the Property Ombudsman may assist by mediation, helping the complainant and ourselves reach a settlement that is agreed on by both parties.
Final response
Once a complaint has been fully investigated a final viewpoint letter is issued.
It will include our view on each point raised within the complaint and state if any goodwill offers have been made.
Within this letter we will also advise the complainant that they have 12 months to refer the complaint to the Ombudsman from the date of our final viewpoint letter.
Property Ombudsman admin@tpos.co.uk
Milford House www.tpos.co.uk
43-55 Milford street
Salisbury
Wiltshire
SP1 2BP
01722333306
We are a member of The Property Ombudsman Service (TPOS) and aim to provide the highest standard of service to all our customers. In order to ensure that your interests are safeguarded, we have put into place a set process by which any raised complaints are handled; this allows us to handle any issues or concerns effectively and wherever possible, as soon as they are raised.
Stage One – Office Assistant/Letting Agent
All complaints should, in the first instance, be directed to Office Assistant/Letting Agent that you have been dealing with. They will endeavour to resolve your complaint as soon as possible, otherwise no later than five working days from when they received notification of the issue.
Stage Two – Office Manager
If you remain dissatisfied, you may then further your complaint in writing to the Office Manager responsible for the branch in question; the Office Manager will supply you with their name and contact details. Where necessary, if the situation remains unresolved, we recommend that the issue is raised within one month of completing Stage 1.
Your escalation will be acknowledged within three working days of receipt and the Office Manager will work with you to try and resolve any issues raised as promptly as possible. A written response to summarise any investigations and steps taken will be sent within fifteen working days.
Stage Three – Director
If you remain dissatisfied and wish to further escalate your complaint, you may write to the Director at the address at the bottom of this poster.
Your letter will be acknowledged within three working days of receipt and a full review of your complaint will be undertaken, including how it has been handled to date, which may include further investigations into the background of your concerns. Within fifteen working days the Director will detail their findings and recommendations in a written response to you, to confirm our ‘final viewpoint’ on the matter.
Stage Four – The Property Ombudsman
After you have received our final viewpoint letter, if you are not satisfied with the proposed resolution, you may approach The Property Ombudsman Service (TPOS). Details of how to do this are contained within the final viewpoint letter alongside a link to The Property Ombudsman Service (TPOS) consumer guide at www.tpos.co.uk
Please note that if you do wish to contact The Property Ombudsman Service (TPOS), you must do so within 12 months of the date of the final viewpoint letter. It is also important to note that The Property Ombudsman Service (TPOS) will not consider your complaint until our internal complaints procedure has been exhausted.