The staff at Platinum Properties are committed to dealing with all matters that arrise as quickly as possible and keep you as informed as we can. However, please bear in mind that we must seek the lanldord (property owners) consent for all expenditure.
We are committed to building a fantastic long-term sustainable relationships between you, as tenants, our landlords and us as the appointed managing agents. The cornerstone of achieving this is open and honest communications. We encourage constructive communication and welcome any questions you may have, no matter now small, to support you in meeting your obligations.
Equally, we are always pleased to receive feedback. If you feel that there is something that, reasonably, could be done better we welcome your constructive comments/concerns and will commit to doing all that we can to try and resolve any situation presented.
We also take this opportunity to remind you that the Platinum Properties team are here to help you and everyone works hard to achieve this. As such they have the right to work in a safe environment and be treated with respect. Any form of threatening, intimidating or abusive behaviour toward a member of the Platinum Properties team is unacceptable and will not be tolerated. Platinum Properties record all telephone and written interactions with our office and we reserve the right to make audio or visual recordings of any interactions whilst out of the office as necessary in the pursuit of our duties for the protection of all parties.
The full Tenant Information Pack can be downloaded here.
The recent Tenant Fees Act was designed to encourage landlords and agents to allow tenants to resolve issues independently by making it clear that the landlord was the agents’ client. The thought process being that, by removing tenant fees, you would no longer be paying the agent to provide you with a service, however, the ban does accept that in some circumstances you may require the assistance of the agent, upon which it is accepted that our service is chargeable. This is limited to any request you may make to change or alter the tenancy. The ban also allows the landlord of a property to pursue a tenant for any costs associated with breaching the terms of their tenancy or failure to meet their obligations under the terms of the tenancy to ensure the landlord is not left out of pocket.
On this basis it is expected that you, as the tenant, should take a pragmatic approach to the use and care of the property and the associated facilities within the property by taking responsibility for basic fault finding and incidental maintenance under the terms of your tenancy (e.g. cleaning, changing blown light bulbs and dead batteries, securing loose screws, bleeding radiators, repressurising boilers, etc.) a lot of which can be assisted with a short internet search. Further guidance of the expectations is outlined in the following.
As outlined by Judge Denning in the case of Warren v Keen: CA 1954. Lord Denning advised ‘the tenant must take proper care of the place. He must, if he is going away for the winter, turn off the water and empty the boiler. He must clean the chimneys, where necessary, and also the windows. He must mend the electric light when it fuses. He must unstop the sink when it is blocked by his waste. In short, he must dpo the little jobs about the place which a reasonable tenant would do. In addition, he must, of course, not damage the house, willfully or negligently; and he must see that his family and guests do not damage it: and, if they do, he must repair it.’
As part of this we would advise that if contractors are called out to maintenance falling under your obligations (that falls outside of a genuine fault) you will be held responsible for payment of the associated invoices levied by contractors.
Repairs and maintenance must be reported in a timely fashion in order to allow our contractors suitable time to schedule works alongside those already booked. All repairs must be notified in writing, via our website by clicking the ‘maintenance’ tab at the top of the home page or by email. The landlord’s agreement for works will be sought quickly, please note that we are required to seek the landlord’s consent for repairs prior to instructing contractors. Once this is agreed you will be copied in on the works order instructing the contractor. In the normal course of our management services we will pass your contact details to the contractors for them to schedule the work into their diaries. Platinum’s contractors have all worked with us for a considerable amount of time and are trusted and reliable, their insurance and qualifications have been verified. In some cases your landlord may choose to use their own contractors, this is at their discretion. Where the landlord chooses to use their own contractors we have no jurisdiction.
Gas/Oil Central Heating Systems
Electrical Heating Systems
If your radiators are only heating to half height bleeding them should resolve this. You can find YouTube videos showing you how to complete this. Please do remember to have a receptacle to catch the dirty water that will escape as the air is eliminated to avoid decorative damage. You may need to repressurise the boiler thereafter.
Locking Yourself Out
You will be required to collect and return the spare keys to our office or call a locksmith at your own cost.
We recommend you call Anglian Water in the first instance on 0345 714 5145 as they will resolve any issues on the main sewer line. Thereafter Mitchell & Mayle 01353 687984 or Metrorod 0808 208 2617 can assist. Please note that, unless there is an issue with the pipes themselves you are responsible for any direct blockage.
Always use quality light bulbs, such as Phillips, cheaper makes can and will blow regularly, this is rarely due to an electrical fault.
Pumped/electric showers are supplied with a shower head that corresponds to the water pressure and, as such, provides an optimal flow rate of water. Changing the shower head can affect performance as can limescale, regular descaling is necessary.
Please note that landlords have no legal responsibility to provide working TV ariels or telephone lines.
An emergency is classed as an immediate threat to life or property. Here we provide you with instructions to deal with common issues in the first instance. If an emergency occurs outside of our normal working hours please call the office and leave a detailed message which will be attended to the next working day.
If you smell gas and suspect you may have a gas leak (gas has a distinctive smell) turn the gas off at the meter and call National Grid 0800 111 999.
NB: Do not use a naked flame, ventilate and avoid switching on any electrical appliances (including lights).
If you experience any failure of the electrical system check the mains fuse board and ensure that all switches are in the upward ‘on’ position. If a switch has tripped down or to half height please reset the switch to on. Some modern fuse boards require you to push the switch inward at the same time as upward or downward and then upward. If none of the switches are down please check that there is not a power cut in your area.
NB: Many electrical issues result from a faulty appliance. If you experience continual tripping of the electrical circuits please unplug all appliances and, by elimination, try to establish which appliance is causing the problem. If it is on of your own appliances you will be liable for any call-out.
Turn the main water in off at the stopcock. Switch off the boiler/any immersion heater, open all tap outlets and run them until the system runs dry.
Repairs to boiler systems cannot be completed outside of working hours or over holiday periods as parts stockists/suppliers will also be closed. Try resetting the boiler in the first instance (turning it on and off again). If the boiler has lost pressure you can repressurise this following the instructions in the manual. If you require a manual this can normally be found by googling the make and model of the boiler.
Holidays/Absence from the Property
When you leave the property for longer periods of time it is advisable to turn the water off at the mains stop cock and drain the system down. During the winter period, you must ensure that the property’s heating is left on low (not less than 15 degrees). It is also advisable that, upon your return to the property, any heating system is run for 5 minutes prior to use to refresh the water in the system.
We advise all tenants to have accidental damage cover for the property’s fixtures and fittings. Many a time a hot pan has caused damage to a worktop, something has dropped and smashed a sink or the carpet has suffered a spill which irretrievably stains the carpet, etc. Insurance is designed to lessen the cost of the rectification of these accidents for you.
Condensation occurs when air containing moisture meets a surface colder than that air and condenses into water droplets visible on the cold service. The risk of condensation is therefore based upon activities within the property that add moisture to the air which, if allowed to build up, cause mould growth. These activities include but are not limited to, cooking, drying laundry, showering, etc. Even whilst sleeping the warm breath that you expel contributes to moisture in the air.
How to Reduce Condensation
There are three main ways to ease/eliminate the issue with condensation/mould growth, these are;
Prevent Moisture Build Up
Ventilate/Air the Space
Keep Your Home Warm
It is more thermally efficient to maintain a constant low level of heat within a home when the weather is cold/wet and will ensure surfaces in the home maintain a temperature rather than creating cold spots associated with bursts of high heat intermittently.
Mould is a living organism and must be suitably treated as such, being ‘killed’ to remove it. To do this you should wipe down affected areas with a fungicidal wash that carries a Health and Safety Executive approved number, making sure to follow the manufacturers guidance for use.