Our student contracts are 48 weeks long but can be extended to 52 weeks should you need. Residential contracts begin on a minimum 6 month AST and then go on to a rolling monthly basis.

Your £150 service charge payment covers the following for the duration of your tenancy:

- Communal cleaning
- 24 hour maintenance
- On site security

Only the communal areas of the building will be cleaned. You are responsible for the cleanliness of both your flat and your individual bedroom.

IN-HOUSE 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.

If you have a complaint, please put it in writing - including as much detail as possible - to your key contact at X1 Lettings .

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 a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.

We will then investigate your complaint. If this is a lettings complaint, this will normally be dealt with by the regional manager - Lorna McCracken - [email protected]

If this is a Property Management complaint, it will be dealt with by the Head of Property Management - Polly Atkin - [email protected]

At this point, we will review your file and speak to the team member with whom you have been dealing with. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.

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 the Operations Director – Melissa Green.

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 remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

The Property Ombudsman Ltd

Milford House

43-45 Milford Street

Salisbury

Wiltshire

SP1 2BP

01722 333 306

www.tpos.co.uk

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, 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.