Customer Bill of Rights

Jungle Property is dedicated to bringing customer delight to property management. We strive to make every part of your experience as simple and as pleasant as possible. Our overarching ethos is we promise we will always do our best for you. Unfortunately, there are times when things do not go as planned. If you are 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

Promise to market property

We promise to start marketing your property no later than the next working day, after the day we receive a signed Client Agreement (your instruction to us) and we have unrestricted access to all parts of the property to be let.

Promise to pay

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

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 you paid us in the previous 28 days.

Conditions of 100% Satisfaction Guarantee

The 100% Satisfaction Guarantee is for landlords who have signed a Client Agreement.
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 and we promise to beat it!

Conditions of Fair Fees Promise

The Fair Fees Promise is for landlords who have signed a Client Agreement.
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 Client Agreement.
The identical service must be provided by an agent who is a member of a redress scheme and is a member of a client money protection scheme.
The Fair Fees Promise applies throughout any tenancy whilst the property is covered by our Full Management services. For Let Only services the Fair Fees Promise applies up to the commencement date of the initial tenancy.

Tenants

Promise to tenants

Safe and energy efficient properties – We promise that all properties that we let meet all current health and safety legislation.
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.
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 it 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 improve what we do for you.
Periodic visits – We promise to visit your property on a regular basis to identify any repairs required to the property and ensure your property is complying with current health and safety 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 we receive the Check-Out Report. 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 you think we have failed in our Promise to Tenants, you must notify us in writing, and we promise we will investigate the alleged failing within 5 working days. If we have failed in our promise, we will give you an Amazon gift voucher to the value of £30.

Landlord and Tenants

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 1600 on working days on the same working day. For e-mail we receive after 1600 on working days, and e-mail sent to us 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.

Our promise to repair does not apply where a delay is caused by one of the following for which we will not be held liable:

Delays caused by a landlord nominated preferred contractor
Landlord requiring consultation on repair
Landlord managed repair
Landlord requiring estimates or quotations for the repair

How can we help you?

If you would like to know more about how we can help you, please get in touch