Urban Home
Lettings and Property Management
Southsea & Portsmouth Branch
02392 836591
 

Terms and Conditions

This website is the property of Urban Home Lettings Limited Cams Hall, Cams Hill, Fareham PO16 8AB and by visiting this website you agree that you consent to be bound by the following terms and conditions.

These terms and conditions only cover the website of Urban Home Lettings Limited and its subsidiary brand names Urban Home. Any other websites to which you link from this site are governed by their own terms and conditions. We accept no responsibility or liability for the content or operation of websites, which are not under our control.

Copyright

Urban Home Lettings Limited own the copyright, trademarks and other intellectual property rights in all material and content on this website, which you may use, download, copy, publish, transmit or otherwise make available by any other means only for your own personal, non-commercial use. Any other use of reproduction of the material or content is strictly prohibited.

You may not create any link to, or frame, this website without prior written consent, nor may you restrict or inhibit the use or enjoyment of it by anyone else.

Disclaimer

We reserve the right to make changes to our website, policies and these terms and conditions at any time. You should therefore check these terms and conditions for any such changes whenever you visit the website.

We take reasonable care to ensure that the information contained on this website is accurate. However, we make no warranties, whether express or implied, in relation to its accuracy.

We make no warranty that the website will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy and reliability of the website.

Online Payment Security Policy

Our Payment Service Provider is Sage Pay (formerly Protx) - the largest independent payment service provider (PSP) in the UK and Ireland. Sage Pay provides a secure payment gateway (Level 1 PCI DSS), processing payments for thousands of online businesses, including ours.

It is Sage Pay's utmost priority to ensure that transaction data is handled in a safe and secure way. Sage Pay uses a range secure methods such as fraud screening, I.P address blocking and 3D secure.

Once on the Sage Pay systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards.

Sage Pay is PCI DSS (Payment Card Industry Data Security Standard) compliant to the highest level and maintains regular security audits. They are also regularly audited by the banks and banking authorities to ensure that their systems are impenetrable.

Sage Pay is an active member of the PCI Security Standards Council (PCI SSC) that defines card industry global regulation.

In addition, you know that your session is in a secure encrypted environment when you see https:// in the web address, and/or when you see the locked padlock symbol alongside the URL.

So when making a payment through our site, you can be sure that you are completely protected.

More information about secure payments with Sage Pay can be found at www.sagepay.com/shoppers

For more details about the PCI Security Standards Council, click here to visit the site.

Refund & Cancellation Policy

Urban Home isn't a retailer and therefore doesn't sell any physical items. The use of Sage Pay on this website is to pay rent payments, reserve a property by paying a holding fee or to pay other miscellaneous fee's in relation to a property which is managed by Urban Home. If a rent payment has been paid in error and the account is in credit we will refund the rent payment to the payee's credit/debit card within 7 days of the date of notification in writing.

Holding fees are non refundable in the case of a prospective tenant withdrawing from a proposed tenancy as per our standard terms and conditions listed below.

A Holding fee is a NON-REFUNDABLE FEE and will be forfeited as liquidated damages in the event that you withdraw, fail referencing by not providing accurate information or otherwise fail to pay outstanding monies by the proposed move in date.

If, however, this Agency or the Landlord decline to grant the tenancy it will be refunded, less the contract fee/s as stated on the property reservation page.

Conditions

1. Payment of the reservation fee and signing of contracts ensures that the accommodation in question will not be offered to any other applicant by this company until after the balance due date on the property reservation page.

2. The proposed tenancy is offered 'subject to contract' and is conditional upon:

a) The receipt of satisfactory references and guarantees
b) The receipt of cleared funds as quoted on the property reservation page
c) The signing by all parties of the tenancy agreement

3. Particulars of the accommodation in question and the proposed tenancy have been described to you in good faith from information received, and no responsibility will be accepted for errors, omissions or mis-statements.

Tenant and Guarantor Criteria

Our company policy relating to tenant and guarantor affordability criteria is the following:

Working tenants must earn 2.5 x the annual rental figure. If a tenant doesn't meet this criteria then a guarantor will be required. All students require a parental guarantor. 

A guarantor must earn 3 x the annual rental figure and be a UK home owner.

If a tenant or guarantor is not working then a calculation can be carried out based on independent means e.g savings in the bank. Please contact your local branch for more information on this calculation. Credit searches will be carried out against all working tenants and anyone who stands as a guarantor.

Complaints 

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 complete our complaints form which can be requested from our office, include as much detail as possible.  We will then respond in line with the time frames 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 when a complaint is raised?

  • 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. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you.  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 in writing and we will arrange for a separate review to take place by a senior member of staff.
  • 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. 

Customer Protection

Safe Agent provide our client money protection and we are also a member of The Property Ombudsman, which is a redress scheme.

2020 2021 CMP Certificate

Company Fees

Landlord Fees

Tenant Fees