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Before the tenancy starts payable to Minerva Properties Ltd

Holding deposit: 1 week's rent

Deposit: 5 week's rent

Rent: 1 month in advance


Business lets payable to Minerva Properties Ltd

Fees for administration, inventory, Tenancy Agreement and referencing: £250 + VAT


During the tenancy payable to Minerva Properties Ltd

Payment of up to £50 if you want to change the tenancy agreement

Payment of the costs incurred for the loss of keys/security devices, including replacement keys/security devices and locks and locksmith's costs

Payment of any unpaid rent or other reasonable costs associated with your early termination of the tenancy

Payment of an additional £20 per month will be due where the landlord has agreed for cats and/or dogs to reside at the property

(other pets at the discretion of the landlord)



We are a member of Propertymark, which is a client money protection scheme

Arbon House, 6 Tournament CourtEdgehill Drive, Warwick CV34 6LG

T: 01926 496 800


We are a member of the Property Ombudsman Scheme, which is a redress scheme

The Property Ombudsman Limited

Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP

T: 01722 335458   


We are a member of The Tenancy Deposit Scheme, which is a deposit protection scheme

West Wing, First Floor, Maylands Buildings, 200 Maylands Avenue, Hemel Hempstead, HP2 7TG

T: 0300 037 1000



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.  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. 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 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 are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.


The Property Ombudsman

Milford House

43-55 Milford Street




01722 333 306

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.


Office hours are:  Monday to Friday 9.00am- 5.30pm

Emergency numbers out-of-hours

MBJ PLUMBING & HEATING    07777 670507    Plumber

WIRING SOLUTIONS               07792 726180    Electrician

These are for emergencies only - please be respectful of self-distancing requirements if a contractor needs to attend during this period