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If you have any questions about Let My Roof Ltd or the website, please send an e-mail to the address below stating your question clearly in detail and we will feature the useful questions and answers in the section below.

info@letmyroof.com


Q1. How secure is Let My Roof and what precautions are taken with Landlords and Tenants for security?

A1. Let My Roof Ltd takes all reasonable care, attention and precaution when obtaining and processing client data and information. This is held on a secure system with anti viral and hacking protection with back up procedures in place.  No information or data is passed on, sold or used by any other third party except Let My Roof Ltd affiliates where necessary who provide or conduct a service on instruction either by us or the client referred by us with permission. 

Let My Roof Ltd takes reasonable measures to authenticate and verify the client i.e. prospective landlord or tenant. There is a strict Know Your Client (KYC) practice where appropriate proof and evidence is obtained of the identity of the individual and ownership of the property where applicable and proof of the individual's identity. This would include a photo driver licence, valid passport and appropriate paper work to represent ownership of the property, address or portfolio. 

Any enquiries received by e-mail or phone shall be dealt in the strictest of confidence and any data and information exchanged or passed shall be dealt and handled in the above manner and protection. 

With regards to information transfer on the website www.letmyroof.com and if payment is made via any means of web portals; PayPal account security and authentication will apply.  Let My Roof Ltd will not be responsible for any loss, damage occurred by other third party portals or payment methods.

Credit or debit card details will not be held or stored on any Let My Roof Ltd systems or records.  These sites will have appropriate SSL security procedures and protection in place. (http's').


Q2. If we have a problem or have been dissatisfied with anything, what do we do?

A3. Let My Roof Ltd is committed to delivering a quality service at all times. However, we do accept that occasionally things may go wrong or not according to plan. If a client is dissatisfied with any aspect of the service received from Let My Roof Ltd, we would like to know from the client.  Equally, if the client is pleased with Let My Roof Ltd's service offered, or has a suggestion on how services can be improved, we would like to know.

L
et My Roof Ltd would need to know the exact nature of the complaint and as much information provided as possible about the service provided, the individuals or department involved and why the customer felt the services offered did not meet expectations. All complaints should be documented and sent in writing preferably in electronic format such as e-mail to info@letmyroof.com.  All complaints will be acknowledged with a reply and in all cases will be treated in strictest confidence, with fairness and objectivity with a view to resolve this situation within a reasonable time and manner. A complaints file will be kept for documentation and records, although Let My Roof Ltd does not anticipate this file to be used. Let My Roof Ltd commits to dealing with any complaint within 5 working days from when acknowledged.

Other complaints procedures are covered in the covered Ombudsman for Letting Code of Practice.  The OFT can also be contacted in on the details below:

Enquiries and Reporting Centre Office of Fair Trading
Fleetbank House
2-6 Salisbury Square
London
EC4Y 8JX

enquiries@oft.gsi.gov.uk

020 7211 8000

If a Tenant is not satisfied with any matter with regards to rent payments and increases due to rent reviews, they can also alert the Rent Assessment Committee (RAC) if they believe an unfair rent is being requested from the Landlord on review.  The RAC are a residential property tribunal service set up by law under the provisions of the Rent Act 1977.  It is an independent decision making body which is completely unconnected to the parties or any other public agency. The Committee will look at the matter of the rent dispute for the property following an application to the Committee.  

Q3. Does Let My Roof  keep deposits from Tenants?

A3. Any rental deposit funds received from the tenant by the Landlord must be kept in an approved secure rental deposit scheme following appropriate guidance.  Let My Roof Ltd will be registered with the Deposit Protection Scheme (DPS) where these funds shall be kept until the end of tenancy; and returned less any discrepancy with inventory and inspections deductions if applicable.

Let My Roof Ltd is committed to advise the Landlord on legal requirements and areas that may be of concern within the property.  Every Landlord would require a valid Energy Performance Certificate, a valid Gas Safety Check document and if the property is under the classification of a Housing in Multiple Occupation (HMO); this information must be notified to the local authority to obtain an HMO License.  








 

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