Customer Bill of Rights

Jungle Property is dedicated to bringing customer delight to residential letting. We strive to make every part of your experience as simple and as pleasant as possible. Unfortunately, there are times when things do not go as planned. If you're inconvenienced as a result, we think it is important that you know exactly what you can expect from us. We also feel it is important that you know what standards to expect whilst we serve you so we have created our Customer Bill of Rights.

LANDLORDS

GUARANTEE TO LET

If we can't find you a tenant within 30 days you don’t pay us the Set-up Fee.

Conditions of Guarantee to Let

The Guarantee to Let is for landlords who have signed a Client Agreement – Let Only.
The Guarantee Period is 30 calendar days.
The Guarantee Period starts on the day and at the time the property details are published on the internet.
The Guarantee Period ends on the day and at the time a prospective tenant makes an offer to rent your property that is subsequently accepted by you (or in your absence by us).
If the tenancy application is subsequently declined for any reason or the tenant applicant fails to start the tenancy by the agreed date, the Guarantee Period re-starts on the day and at the time the property is listed as available on the internet.
The Guarantee to Let applies to property within the civil boundaries of Glastonbury, Shepton Mallet, Street and Wells.
The Guarantee to Let applies to property that is in a good state of repair, is in good decorative order, has been cleaned professionally throughout, meets all current legal and health & safety requirements and has a Current Energy Efficiency Rating in the range A-E.

PROMISE TO ADVERTISE

We promise to advertise your property on a property portal and on our website no later than the next working day after the day we receive a signed Client Agreement and have accessed the property to prepare the written particulars.

PROMISE TO PAY

We promise to pay landlords the balance on account the same working day we receive any funds from the tenant. For funds we receive outside office hours we promise to pay landlords the balance on account the next working day. Does not apply to landlords with multiple properties who require single payments.

PROMISE TO TENANTS

Safe and energy efficient properties – We promise that all properties that we let meet all current legal and health and safety requirements and have a Current Energy Efficiency Rating in the range A-E.
Disclosure of material information - We promise to disclose all material information that could affect your decision to agree to a tenancy at the earliest opportunity.
Brutally honest pricing - We promise to openly publish all our fees up-front and won't surprise you with any small print or any hidden extras before, during or at the end of your tenancy.
Punctuality - We promise to be punctual for all appointments. If we are delayed we will contact you to give you the option of delaying the appointment or rescheduling for a later date/time.
Happy tenant checks – We promise to ask you periodically how happy you are with your property and tenancy and what we can do to make you a happier tenant.
Regular inspections – We promise to inspect your property on a regular basis to help identify any repairs or maintenance required to the property, fixtures, fittings or contents (if any) and ensure your property is complying with relevant legislation.
No surprise visits – We promise not to make any surprise visits to your property and any visits to your property will be subject to us giving you a minimum 24 hours'notice in writing.
Prompt return of deposits – We promise where no dilapidations or cleaning are required at the end of a tenancy, we will refund the deposit held no later than the next working day after inspecting the property. Where dilapidations or cleaning are required at the end of a tenancy, we will refund the deposit held less any compensation due, the next working day after compensation is agreed by all parties.
If we fail in any part of our Promise to Tenants we promise to give you Amazon or John Lewis vouchers (you choose which) to the value of £20.

LANDLORDS AND TENANTS

100% SATISFACTION GUARANTEE

Whilst we strive for perfection in everything we do, we are human and do make mistakes. If at any time our service does not meet your expectations tell us you are not 100% satisfied with our service and we will refund any fees (not including any Reservation Fee) you paid to us in the previous 28 days.

Conditions of 100% Satisfaction Guarantee

The 100% Satisfaction Guarantee is for landlords who have signed a Client Agreement and for tenants who have signed a Reservation Agreement and paid an Administration Fee.
For Full Management properties that are not yet tenanted we will waive the Property Management Fee for the first rental month.
For Let Only properties that are not yet tenanted we will waive the Set-up Fee minus the cost of any Third Party services as listed on our website at the time the guarantee is invoked.

FAIR FEES PROMISE

We guarantee not to be beaten on price for the services we provide. Find an identical service at a lower price within the initial fixed term of the tenancy and we promise to beat it!

Conditions of Fair Fees Promise

The Fair Fees Promise is for landlords who have signed a Client Agreement and for tenants who have signed a Reservation Agreement and paid an Administration Fee.
For landlords, an identical service is one that includes all the features included in our Full Management or Let Only services as defined in the Service section of the applicable Client Agreement.
For tenants, an identical service is one that covers all the features included as part of the Administration Fee as defined in the Reservation Agreement.
The identical service must be provided by an agent who is a member of a professional association or accreditation scheme for landlords or letting and managing agents and who is protected by professional indemnity insurance.
The Fair Fees Promise applies throughout the initial fixed term of the tenancy.

PROMISE TO RESPOND

We promise to return any missed telephone calls on the same working day. For telephone calls we receive outside office hours we promise to respond the next working day.

We promise to respond to e-mail we receive by 1700 on working days on the same working day. For e-mail we receive after 1700 on working days and e-mail sent to us outside office hours we promise to respond the next working day.

We promise to respond to SMS messages we receive on the same working day. For SMS messages we receive outside office hours we promise to respond the next working day.

For communications requiring a postal response we promise to respond within 5 working days.

PROMISE TO REPAIR

We promise to satisfy all repair requests as quickly as is possible. Under normal circumstances the following repairs completion performance standards will be achieved:

Priority One – Emergency Repairs: repairs required in order to avoid anything which might be, or might reasonably be expected to become a hazard or danger to life or limb or to the fabric of the property itself – within 24 hours of report of defect. In circumstances where this is not practicable, we will make best temporary arrangements.
Priority Two – Urgent Repairs: repairs to defects which affect your enjoyment of the property – within five working days of report of defect.
Priority Three – Non Urgent Repairs: repairs not falling within the above categories – within 28 working days of report of defect.