Fees Statement & Complaints Procedure

Tenant Fees Statement

Under the Tenant Fees Act 2019, letting agents and landlords in England are prohibited from charging tenants fees in connection with a tenancy.

Permitted payments we may require

• Rent — the rent agreed in your tenancy agreement.
• Tenancy deposit — capped at 5 weeks' rent (where the annual rent is under £50,000).
• Holding deposit — capped at 1 week's rent to reserve a property.
• Default fees — reasonable costs for late rent payment (after 14 days) or lost keys and security devices.
• Early termination — if you ask to end your tenancy early you may be liable for the landlord's reasonable costs.

We do not charge fees for viewings, tenancy applications, referencing or inventory checks.

Complaints Procedure

We are committed to providing a high standard of service. If you have a complaint, please follow our complaints procedure.

1. Contact us directly — in the first instance please raise your concern with us by emailing lettings@gillams-properties.co.uk or calling 01392 459 900. We aim to respond within 5 working days.
2. Formal written complaint — if you remain dissatisfied, please submit a formal written complaint. We will acknowledge receipt within 3 working days and provide a full response within 15 working days.
3. Independent redress — if we cannot resolve your complaint to your satisfaction within 8 weeks, you may refer the matter to the Property Redress Scheme for independent resolution.

Property Redress Scheme

Gillams Properties is a member of the Property Redress Scheme, an approved redress scheme for lettings agents. Website: www.propertyredress.co.uk

Tenant Deposit Protection

All tenancy deposits are held in a government-approved tenancy deposit protection scheme within the statutory timeframe.

HMO Licensing

What is an HMO?

A House in Multiple Occupation (HMO) is a property occupied by multiple households where at least one shared amenity, such as a kitchen or bathroom, exists. This includes properties rented by three or more unrelated tenants.

Exeter City Council HMO licensing

Properties occupied by five or more tenants forming two or more households require a mandatory HMO licence from the local authority. In Exeter this is administered by Exeter City Council.

All our HMO properties, where required, are licensed through Exeter City Council. This ensures the property meets fire safety standards, has appropriate room sizes, and that the landlord is a fit and proper person to manage the property.