RESERVING A PROPERTY

A property can be reserved by paying a holding deposit. Tenancy paperwork is sent through a software call Goodlord and must be completed within 15 calendar days of the property being let. Baskeys reserve the right to remarket a property if all of the paperwork is not received within 15 days or should the tenant default on their application.

If a tenancy agreement has been signed and you no longer wish to live at the property or the paperwork has not been returned and completed within the 15 day timescale; any tenant(s) will remain liable for rent and responsible for the property until replacement tenant(s) have been found and the subsequent replacement process completed (including payment of a variation of contract charge). Baskeys will confirm to you in writing when you are no longer liable for the property following a replacement. We reserve the right to retain the holding deposit under the Tenant Fee Act of 2019.

TENANCY TERMS

All deposits for Baskeys owned and managed properties are registered with www.mydeposits.co.uk and a certificate will be provided to tenants to prove that their deposits have been registered with this scheme. All properties are reserved on a “let-as-seen basis” and no works will be carried out to the property unless specified in writing by Baskeys or the landlord (where appropriate).

All communication on, before and during your tenancy should be made by the tenants ONLY. We are unable to discuss any aspect of your tenancy with another party e.g. guarantors (except in the event of rent arrears).

You can view advice onto how to rent a property by https://www.gov.uk/government/publications/how-to-rent

All guarantors must be over the age of 18, live in the UK and work full-time or meet alternative criteria that is approved by Baskeys. We also work alongside housing hand which offer a UK guarantor service for those who cannot provide a guarantor matching the necessary criteria. You can find more information at www.housinghand.co.uk

From the 1st February 2016, landlords are required to check every tenant’s right to rent in the UK. You can find further information on this law at the following link: https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/573057/6_1193_HO_NH_Right-to-Rent-Guidance.pdf. We are unable to allow tenants access into their properties should the necessary documents not have been supplied to Baskeys.

CONTENTS INSURANCE

Baskeys knows that life can grind to a halt without your possessions, so it is worth spending a few minutes to establish whether the things that matter to you most are protected both inside and outside your room. It is your responsibility as a tenant to ensure you have adequate contents insurance that can protect and replace gadgets quickly.

COMPETITIONS

The following competitions have come to a close and can no longer be claimed; "recommend a friend offer" (2019), "reversed fees for transferring tenants promotion" (2019), "50% off agency fees promotional brochure" (2018/2019), "£50.00 supermarket voucher" (2016), "b a winner with baskeys" (2016), "social media discount" (2015/2016), “refer your friend” (2013) and ‘£100* in your pocket’ (2011/2012).

CLIENT MONEY PROTECTION

Baskeys is a member of Money Shield Client Money Protection Scheme. For further information on the scheme, please refer to the following link: https://cdn.ymaws.com/money-shield.co.uk/resource/resmgr/documents/money_shield_scheme_rules__a.pdf. Scheme Reference Number: 72365784. 

Money Shield Membership Certificate

REDRESS SCHEME

​​Baskeys is a member and registered with the Redress Scheme, The Property Ombudsman. For further information on the scheme, please refer to the following link: https://www.tpos.co.uk/. Membership Number: E01875.

BASKEYS COMPLAINTS POLICY

Complaints

We strive to provide a helpful, professional, and informative service to our clients and customers. During our dealings with you, if something does go awry, we need you tell us about it. This will help us to resolve any issues as quickly as possible and help us make improvements to our standards and ultimately our service.
Baskeys aim to treat all complaints in a consistent, fair and confidential manner. Where necessary, we will act to resolve a complaint and we will always use upheld complaints to improve our organisation.

What is a complaint?

A complaint is when you tell us about something that Baskeys has done or has not done that you are not happy about.
What is not a valid complaint?
We do not recognise a request for us to provide a service to you to be a complaint e.g. an initial request for maintenance work to be carried out. We also do not consider a complaint about other residents to be a complaint about us, however, we will provide advice on what to do in the face of anti-social behaviour if this is reported to us.

How to make a complaint

You can make an informal complaint by visiting our office and speaking to any of the office staff, calling our office on 0191 2816161 or you can put a complaint in writing via email to [email protected]
To make a formal complaint, you must submit it in writing to us via email to [email protected] or by writing to the Office Manager at Baskeys, 22 Osborne Road, Jesmond, Newcastle upon Tyne, NE2 2AD.

Informal Complaints

If you have reason to complain about any aspect of our service, we will try to respond to it as quickly and simply as possible. We will answer most complaints at the first point of contact. If we need to pass your complaint to another member of our staff, we will tell you who it is and when they will get back to you. In this way, most difficulties can be resolved at an early stage by talking to the relevant person directly. For example, if you have a complaint about your room, you should in the first instance, report it via email using [email protected] or by telephoning our office on 0191 2816161.

Formal Complaints

In instances in which an issue has not been resolved in a timely and satisfactory manner or you feel that an informal complaint has not been adequately resolved you can raise a formal complaint. The formal complaints procedure has three steps:

Step 1: A formal complaint must be submitted in writing to the Office Manager via email to [email protected] or by sending a written letter addressed to Baskeys, 22 Osborne Road, Jesmond, Newcastle upon Tyne, NE2 2AD stating that you are making a formal complaint. Where possible, the Office Manager will provide you with a written response within 3 working days of receiving a complaint. If a more detailed investigation is required to properly assess your complaint, the Office Manager will acknowledge receipt of your complaint within 3 working days and aim to provide you with a substantive report within 15 working days of receiving the complaint.

Step 2: If you remain unhappy with the outcome of your formal complaint after the Office Manager has responded to it in ‘Step 1’ you can request in writing to the Office Manager that your complaint is reviewed by the Business Manager. After receiving your request for a review, the Business Manager will write to you within 15 working days confirming the company’s final view on the matter.

Step 3: After receiving an outcome to your complaint from the Business Manager, if you still feel dissatisfied, you can contact The Property Ombudsman to request an independent review. You can contact them at the following address: The Property Ombudsman, Milford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2BP or by calling 0172 2333 306. Their website address is www.tpos.co.uk .
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving the final view sent to you by Baskeys in response to your formal complaint. You will also need to provide The Property Ombudsman with evidence to support your case. It is a requirement of The Property Ombudsman that your complaint has been addressed through our in-house complaints procedure before you submit it for an independent review.