100% lettings valuation accuracy
96% lettings fee satisfaction
Jul 28,2014
Jul 28,2014
3
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The service which we received from A Flat In Town, was utterly appalling, when we recently applied for a property with them. Although the primary customer for any letting agent will be the owner of the property they manage, prospective tenants are also prospective customers, and A Flat In Town should take this into consideration when dealing with them.
The first point which I would like to raise is the administrative inefficiency which was evident in the application process. We submitted applications on 17 July for the property, we then also went to great lengths to ensure that we submitted our references in under 24 hours, as the form stated was necessary. The first time we had any indication that A Flat in Town had looked at our application was on 25 June - 1 week after we had submitted it.
When we were contacted, it was to say that both mine and my flatmate's landlord references were unsuitable. Neither the application nor the member of staff we were dealing with had laid down any requirements for this reference other than "a landlord's reference." At this point, it should be noted that myself and my flatmate have rented from various landlords for the past five years. We are both professionals, whose combined monthly net income is comfortably more than quadruple the rent of the property. My reference was apparently unsuitable because I had moved out of the property more than two years ago. When I pointed out that this was incorrect and I had moved out of the property one year ago, I was told that the reference had to be from my current landlord. On explaining that I was legally subleasing a room, I was told to get a reference from the sublessor, which I did. I also contacted the landlord, who confirmed that they knew about the sub-lease, but that I should get a reference from the sublessor, as they had never dealt directly with me. Meanwhile my flatmate's reference was turned down as "not specific enough", again - despite the fact that the application had not laid down any requirements for this reference other than "a landlord's reference.". My flatmate was told that she would need to provide details of how many people lived at the property she was renting - despite the fact that she had provided a Council Tax bill, which clearly stated that there were two people living there, and what proportion of the rent she had paid. When A Flat in Town phoned me, they failed to mention the extreme specificity which they required from the reference. So that when my sublessor e mailed them, she did not provide the detail which they required. This rigmarole could easily have been avoided by stating their referencing requirements at some point in the application process or by checking our applications immediately when they were received, so they could point out any shortcomings. My sublessor was contacted asking for further information. The request was both extremely vague and quite invasive. I have never heard of a landlord asking why a tenant is moving out of their current flat before, this is not industry standard, has no bearing on my suitability as a tennant and is completely unprofessional. The e mail my sublessor received also asked her to "include some information", which is completely vague, utterly ridiculous and again, totally unprofessional.
We were informed today - over a week after submitting our applications and references that we were unsuccessful with our application. We are two excellent candidates for a tenancy, with excellent references. We have never failed to pay our rent, or our bills. Apparently, the reasoning for us being turned down was that my flatmate's landlord's second reference was still not specific enough - even though it included all of the information which A Flat in Town had requested. Apparently, A Flat in Town also contacted my current letting agent, who apparently did not know about my sublease. This is evidently a further sign of A Flat In Town's total inefficiency as when I contacted the letting agent on Thursday, they knew exactly what I was talking about. We have been searching for a flat for over a month now, as well as working full time. A Flat In Town showed no consideration for our time, our work or our personal wellbeing. They showed no regard for the fact that we were looking for a home. I also notice the property is still listed as available. Considering the demand for properties is extremely high at the moment, it seems completely unprofessional and inefficient that they have failed to find tenants - especially when they had two applicants who were demonstrably reliable.
I would not recommend dealing with A Flat In Town under any circumstances. Even as a property owner, you presumably do not want an inefficient, inconsiderate and unprofessional agency to be managing your property. I appreciate the need for thorough vetting, but this is completely absurd - and has created less security for the landlord rather than more - as they have still failed to find tenants for the property and have turned down two of the best tenants they are likely to get, given the price and location of the property.
The first point which I would like to raise is the administrative inefficiency which was evident in the application process. We submitted applications on 17 July for the property, we then also went to great lengths to ensure that we submitted our references in under 24 hours, as the form stated was necessary. The first time we had any indication that A Flat in Town had looked at our application was on 25 June - 1 week after we had submitted it.
When we were contacted, it was to say that both mine and my flatmate's landlord references were unsuitable. Neither the application nor the member of staff we were dealing with had laid down any requirements for this reference other than "a landlord's reference." At this point, it should be noted that myself and my flatmate have rented from various landlords for the past five years. We are both professionals, whose combined monthly net income is comfortably more than quadruple the rent of the property. My reference was apparently unsuitable because I had moved out of the property more than two years ago. When I pointed out that this was incorrect and I had moved out of the property one year ago, I was told that the reference had to be from my current landlord. On explaining that I was legally subleasing a room, I was told to get a reference from the sublessor, which I did. I also contacted the landlord, who confirmed that they knew about the sub-lease, but that I should get a reference from the sublessor, as they had never dealt directly with me. Meanwhile my flatmate's reference was turned down as "not specific enough", again - despite the fact that the application had not laid down any requirements for this reference other than "a landlord's reference.". My flatmate was told that she would need to provide details of how many people lived at the property she was renting - despite the fact that she had provided a Council Tax bill, which clearly stated that there were two people living there, and what proportion of the rent she had paid. When A Flat in Town phoned me, they failed to mention the extreme specificity which they required from the reference. So that when my sublessor e mailed them, she did not provide the detail which they required. This rigmarole could easily have been avoided by stating their referencing requirements at some point in the application process or by checking our applications immediately when they were received, so they could point out any shortcomings. My sublessor was contacted asking for further information. The request was both extremely vague and quite invasive. I have never heard of a landlord asking why a tenant is moving out of their current flat before, this is not industry standard, has no bearing on my suitability as a tennant and is completely unprofessional. The e mail my sublessor received also asked her to "include some information", which is completely vague, utterly ridiculous and again, totally unprofessional.
We were informed today - over a week after submitting our applications and references that we were unsuccessful with our application. We are two excellent candidates for a tenancy, with excellent references. We have never failed to pay our rent, or our bills. Apparently, the reasoning for us being turned down was that my flatmate's landlord's second reference was still not specific enough - even though it included all of the information which A Flat in Town had requested. Apparently, A Flat in Town also contacted my current letting agent, who apparently did not know about my sublease. This is evidently a further sign of A Flat In Town's total inefficiency as when I contacted the letting agent on Thursday, they knew exactly what I was talking about. We have been searching for a flat for over a month now, as well as working full time. A Flat In Town showed no consideration for our time, our work or our personal wellbeing. They showed no regard for the fact that we were looking for a home. I also notice the property is still listed as available. Considering the demand for properties is extremely high at the moment, it seems completely unprofessional and inefficient that they have failed to find tenants - especially when they had two applicants who were demonstrably reliable.
I would not recommend dealing with A Flat In Town under any circumstances. Even as a property owner, you presumably do not want an inefficient, inconsiderate and unprofessional agency to be managing your property. I appreciate the need for thorough vetting, but this is completely absurd - and has created less security for the landlord rather than more - as they have still failed to find tenants for the property and have turned down two of the best tenants they are likely to get, given the price and location of the property.
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Latest Reviews
8th Oct 2024
reviewed by 'Michael'
23rd Sep 2024
reviewed by 'Jimmy'
23rd Jul 2024
reviewed by 'John McTaggart'
13th May 2024
reviewed by 'Marvin'
30th Apr 2024
reviewed by 'Borja Moronta'
Opening Hours
Address
A Flat in Town
36 East Claremont Street
Edinburgh
City of Edinburgh
EH7 4JR
0131 652 7393
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Lettings | 100% | 96% | £450 | £1,500 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 11 | 1 | 41 | 1 | 0 | 0 | 0 | 0 | 0 | 1 |
Areas covered
- EH1
- Central Edinburgh
- EH2
- New Town
- EH3
- Old Town
- EH4
- Leith
- EH5
- Leith Walk
- EH6
- Dalry
- EH7
- Bruntsfield
- EH8
- Marchmont
- EH9
- Newington
- EH10
- Polwarth
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Oct 08,2024
Oct 08,2024
0
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We stayed in a flat managed by Aflatintown for 7 years. They’ve been great throughout the whole time. We had bad experiences with previous letting agents - Aflatintown couldn’t have been more different. They are responsive, helpful, and genuinely seem to care about the ...
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Sep 23,2024
Sep 23,2024
0
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We've rented with A Flat in Town for just over 7 years and they have by far been the best letting agency we've rented from. The staff are all super helpful and responsive - and urgent issues are always picked up immediately. The flat was really ...
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Jul 23,2024
Jul 23,2024
0
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We used A Flat in Town to rent out our Morningside flat. We had various tenants over the years. AFIT were excellent in securing good tenants for us & maintaining good relations. The company saw to all repairs meaning we could get on with our lives ...
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Jul 23, 2024
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Hi John, Thank you so much for your lovely review! We greatly appreciate your kind words. If there is ever anything we can do to assist you in the future, please don’t hesitate to reach out. It’s a pleasure working with you! Best wishes, Katrina ...
Jun 06,2024
Jun 06,2024
0
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I had an outstanding experience renting through 'A Flat in Town' letting agency in Edinburgh. From the very beginning, Lynne, our dedicated property manager, provided top-notch service that exceeded all expectations. Additionally, Lucy was incredibly helpful throughout the process, making our experience even more positive.
...
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May 13,2024
May 13,2024
0
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After already losing faith in humanity, I am very pleased that this has been by far the best agency experience I have had in the past years. For the first time, I felt personally addressed in all correspondence and there was clear evidence that Karien ...
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May 14, 2024
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Hi Marvin,
Thanks so much for the lovely review! We really appreciate you taking the time to share your experience. The personal connection is so important to us as a team so it has made us very happy to hear that this came across. If there is anything we can help with in the future, please do not hesitate to ask. We'd be delighted to help!
With best wishes,
the AFIT team ...
Apr 30,2024
Apr 30,2024
0
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After 6 years living in a property managed by them as a tenant, I would have no hesitation to use them again both as a tenant or as a landlord. Attentive, respectful, transparent and communicative. Top agency!...
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May 01, 2024
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Hi Borja, thanks so much for the lovely review! We really appreciate you taking the time to share this and wish you all the best going forward. If there is ever anything we can help with in the future, please do let us know. Best wishes from all the A Flat in Town team ...
Apr 03,2024
Apr 03,2024
0
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I want to express my gratitude for the professionalism and promptness of the team. My touch points were Melanie, who was beautifully reassuring as I was needing to move in quickly, and later on Lynne, who managed everything that had to with maintenance and the ...
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Apr 04, 2024
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Thanks so much for your lovely review Tobias! We really appreciate you taking the time to write this and your feedback leaves us with a happy glow today! We wish you every happiness in your new home and please do not hesitate to be in touch if there is anything else we can help with in the future. Best wishes, Katrina for the AFIT team. ...
Mar 03,2024
Mar 03,2024
0
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A flat in town is the best letting agent in Edinburgh...
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Nov 24,2023
Nov 24,2023
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Big garage flat, in a lovely green location. Loads of walking paths....
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Aug 15,2023
Aug 15,2023
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Best letting agency ever! The property was gorgeous and perfectly maintained. A flat in town was very communicative and fast in taking action whenever an issue was showing up. We strongly recommend it to all tenants searching for a flat in Edinburgh....
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Aug 22, 2023
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Thanks so much for the lovely review Giulio - it means a lot to us that you have taken the time to write this! Please be in touch if there is anything we can help with in the future and wishing you all the best. Kind regards, Katrina (on behalf of the team) ...
Jul 23,2023
Jul 23,2023
0
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Flat in Town was an excellent agency. They enabled a respectful and fluent relationship with the landlord of our property throughout the 3 and half years we were tenants. They helped raise every problem or issue we faced promptly in a human manner.
Their members of ...
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Jul 24, 2023
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Thanks so much for taking the time to leave this lovely review. Our aim is for all our clients to feel valued and respected, so it means a lot to us to receive this feedback. We wish you all the best and please do not hesitate to be in touch if we can help in the future. ...
May 02,2023
May 02,2023
0
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What a wonderful refreshing experience renting through A Flat in Town! Right from my enquiry call to the return of my deposit they have been a pleasure to deal with. Always friendly, willing to assist and nothing was too much trouble. I would not want ...
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Sep 16,2022
Sep 16,2022
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I was a very happy tenant renting from A Flat In Town. I liked that it felt like they were local to the area and could genuinely recommend places to go. There were not many issues with the property, but the few problems I reported ...
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Jun 28,2022
Jun 28,2022
0
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I would definitely recommend A Flat in town to anyone looking for a rental agency. From the moment I sent an enquiry to them till the day I vacated the property, the whole team has given me a great support. When I viewed the property, ...
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Apr 27,2022
Apr 27,2022
0
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After a couple of false starts with other letting agencies, we were recommended A Flat in Town about 8 years ago. A peerless service, hugely supportive over the last couple of years, transparent, professional and highly personable. I wouldn't hesitate to recommend AFiT to prospective landlords ...
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May 05, 2022
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Hi Jonathan, what a lovely review! Thank you so much for your kind words - the whole team is smiling!! If there is anything we ever do to help in the future, please let us know as we would be delighted to help. With best wishes, Katrina ...
Apr 14,2022
Apr 14,2022
0
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We used A Flat in Town to manage our flat rental for eight years, before deciding to sell this year.
The entire team are helpful, professional, charming and experts in their field, in sharp contrast to the previous agency we used and left to switch ...
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Apr 14, 2022
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Hi Nicola, we are going to miss you so much! You have been a wonderful landlady to work with and always so supportive to us too. If we can ever do anything to help in the future, please let us know as we'd be delighted to help. With best wishes from all the AFIT team ...
Mar 18,2022
Mar 18,2022
0
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Very thorough with all details. Only improvement suggestion would be to highlight recent landlord changes ie linking fire alarms, to landlord to allow quicker implementation of paperwork. Personally I think for a 1 property landlord this would be a real value add to the service offered. ...
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Mar 18, 2022
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Thanks so much for the feedback Sarah - really appreciate you taking the time to post this as all feedback is very valuable. We realise there is an awful lot of information to take on board when letting so will look at ways to highlight some parts even more in order to make the experience smoother. Best wishes and hope the let is off to a wonderful start, from the AFIT team ...
Mar 16,2022
Mar 16,2022
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We had a great experience with A Flat in Town! They were always attentive and personable and we would highly recommend them....
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Mar 16, 2022
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Thanks so much for taking the time to leave this review Audrey! We hope your move goes brilliantly and if there is anything we can do to help in the future, please let us know. Best wishes, Katrina and the AFIT team ...
Aug 10,2021
Aug 10,2021
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As a tenant I found all of the staff at A Flat in Town to be both friendly and professional. All of my queries and requests ( be they by email, phone or in person at the office) were dealt with efficiently and effectively.
I have ...
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Jun 25,2021
Jun 25,2021
0
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We had a great experience with a Flat in Town. Melanie was our lead agent and was prompt in her responses and the managing process was painless. We had an emergency with a garage door which was fixed within hours. Would thoroughly recommend renting through ...
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Aug 06,2020
Aug 06,2020
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I rented from A Flat In Town from February 2020 to July 2020 for work. They were fantastic letting agents and were always helpful whenever any issues came up, and replied quickly to emails. The staff are attentive, understanding and friendly. The deposit was returned very quickly ...
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Aug 06, 2020
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Hi Jake, thanks so much for the lovely review - we really appreciate you taking the time to post this! Please do not hesitate to be in touch if we can help you in the future. With best wishes, the AFIT team ...
Jul 23,2020
Jul 23,2020
0
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Friendly and polite staff, always ready to help when there was an issue. The flat I found through A Flat in town was super nice and clean and I loved my time there....
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Mar 11,2020
Mar 11,2020
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I have had a very good experience with A Flat in Town. Very professional service throughout from the viewing stage, during the tenancy and at the end during the move out inspection...
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Mar 11, 2020
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Hi Oana, thanks so much for the lovely review - we really appreciate you taking the time to post this. If we can ever be of any help in the future, please do not hesitate to be in touch. Best wishes, Katrina ...
Nov 12,2019
Nov 12,2019
0
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Rented through a flat in town for just over a year. Never had any problems whatsoever and would highly recommend to anyone looking to rent. Any repairs or engineering visits we're all scheduled around our needs....
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Feb 26, 2020
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Thanks so much for leaving this review David - we really appreciate it! WIth best wishes for the future, the A Flat In Town team ...
Aug 06,2019
Aug 06,2019
0
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I rented a flat for a month from this company. Lance and the team were very friendly, professional and extremely helpful. A few minor issues occurred, but Lance had them sorted immediately, and always with a friendly helpful attitude. I would definitely rent again from ...
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Jul 03,2019
Jul 03,2019
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As a tenant I found Melanie and her team extremely helpful, friendly and professional through all stages of my tenancy, from moving in right through to the end of tenancy process. Any queries and requests for maintenance were always dealt with promptly, and the communication ...
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Mar 26,2019
Mar 26,2019
1
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I've previously been renting through A Flat in Town for more than 5 years, always a smooth experience be it arranging repairs, renovation or access timeslots.
Always easy to deal with and accommodating, the gold standard of how letting agents should behave....
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Comment on agent fees
Reasonable
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Mar 27, 2019
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Hi Paul, thank you so much for the lovely review! Melanie and the rest of the team really appreciate you taking the time to post this. We wish you every happiness in your new home and let us know if there is anything we can help with in the future.
Best wishes,
Katrina ...
Oct 13,2018
Oct 13,2018
0
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We had a very positive experience from start to end, the main reason being the staff - very friendly, fair and willing to quickly deal with any issues we had with the property. There were a few things that needed to be fixed during our 2 ...
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Comment on agent fees
No issues.
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Aug 13,2018
Aug 13,2018
1
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The property I had the pleasure of renting was among the best kept of the ones I viewed. Furthermore all aspects of dealing with the kind folk at A Flat in Town were very positive from start to end of my tenancy. Any maintenance issues ...
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Comment on agent fees
good
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Mar 13,2018
Mar 13,2018
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It has been an absolute pleasure dealing with A Flat in Town from start to finish, and the staff have been nothing but helpful in every way....
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Landlord Fees
FULL MANAGEMENTWe aim to keep things simple and most landlords will have only 2 charges:
1) The £240 initial new contract fee (drops to £120 for any subsequent lets)
2) 15% commission (including VAT) on the rent and any works organised.
These charges include all the standard letting services including advertising, viewings, a standard inventory, lease, inspections etc.
SET UP SERVICE
A one off fee of 60% (including VAT) (minimum £480) charged off the first month’s rent.
For a full breakdown of our services, please contact the office for a copy of our Terms of Business
Tenant Fees
No fees for long term tenants Last updated at 13/03/2020, 7:44 PM by Katrina WalkerComplaints Procedure
We are committed to providing a high-quality service to all our clients. 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 about our service, or about the service of a contractor or third party who we have instructed to provide goods or services in relation to a property owned by or occupied by you, please write down the details of your complaint and send it to:
A Flat In Town Ltd, 36 East Claremont Street, Edinburgh, EH7 4JR
[email protected]
On receipt of your complaint we will adhere to the following procedure: -
Stage 1
We will acknowledge receipt of your complaint in writing within 5 working days of receiving it, giving you a named contact who will be dealing with the complaint.
Stage 2
Your named contact will then investigate your complaint and will send you a detailed written reply, including their suggestions for resolving the matter, within 10 working days of us receiving your complaint.
There may occasionally be circumstances outwith our control which prevent us from adhering to this timeframe. These include: -
• when the office is closed for public holidays;
• where adverse weather or sickness has led to staff shortages;
• where we cannot respond in full without the input of a third party (e.g. contractor, landlord, tenant) who is not available;
• where we cannot respond in full without visiting the rental property and the tenant is restricting access;
• where we cannot respond in full without the input of a key member of staff who is not available.
We will contact you if we are unable to respond within this timeframe and let you know when we aim to respond by.
Stage 3
Upon receipt of our response under Stage 2 above, if you are still not satisfied, you can contact us again in writing and we will arrange for a senior manager to review the decision.
Stage 4
Our senior manager will write to you within 10 working days of us receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
Stage 5
You may apply to the First-tier Tribunal for Scotland (Housing & Property Chamber) if we have breached the Scottish Letting Agent Code of Practice and you remain dissatisfied once the above stages have been exhausted, or if we do not process your complaint within a reasonable timescale. You can contact the Housing & Property Chamber at: -
4th floor
1 Atlantic Quay
45 Robertson Street
Glasgow
G2 8JB
0141 3025900
https://www.housingandpropertychamber.scot
A Flat In Town will be registered with the Scottish Letting Agent Register in 2018 (registration number : to be confirmed ) and is required to adhere to the Scottish Letting Agent Code of Practice which can be found at http://www.legislation.gov.uk/ssi/2016/133/schedule/made.
In accordance with the code we will retain (in electronic or paper form) all correspondence about a complaint for five years.
Last updated at 3:18 PM 09/03/2020 by Katrina Walker
If you have a complaint about our service, or about the service of a contractor or third party who we have instructed to provide goods or services in relation to a property owned by or occupied by you, please write down the details of your complaint and send it to:
A Flat In Town Ltd, 36 East Claremont Street, Edinburgh, EH7 4JR
[email protected]
On receipt of your complaint we will adhere to the following procedure: -
Stage 1
We will acknowledge receipt of your complaint in writing within 5 working days of receiving it, giving you a named contact who will be dealing with the complaint.
Stage 2
Your named contact will then investigate your complaint and will send you a detailed written reply, including their suggestions for resolving the matter, within 10 working days of us receiving your complaint.
There may occasionally be circumstances outwith our control which prevent us from adhering to this timeframe. These include: -
• when the office is closed for public holidays;
• where adverse weather or sickness has led to staff shortages;
• where we cannot respond in full without the input of a third party (e.g. contractor, landlord, tenant) who is not available;
• where we cannot respond in full without visiting the rental property and the tenant is restricting access;
• where we cannot respond in full without the input of a key member of staff who is not available.
We will contact you if we are unable to respond within this timeframe and let you know when we aim to respond by.
Stage 3
Upon receipt of our response under Stage 2 above, if you are still not satisfied, you can contact us again in writing and we will arrange for a senior manager to review the decision.
Stage 4
Our senior manager will write to you within 10 working days of us receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
Stage 5
You may apply to the First-tier Tribunal for Scotland (Housing & Property Chamber) if we have breached the Scottish Letting Agent Code of Practice and you remain dissatisfied once the above stages have been exhausted, or if we do not process your complaint within a reasonable timescale. You can contact the Housing & Property Chamber at: -
4th floor
1 Atlantic Quay
45 Robertson Street
Glasgow
G2 8JB
0141 3025900
https://www.housingandpropertychamber.scot
A Flat In Town will be registered with the Scottish Letting Agent Register in 2018 (registration number : to be confirmed ) and is required to adhere to the Scottish Letting Agent Code of Practice which can be found at http://www.legislation.gov.uk/ssi/2016/133/schedule/made.
In accordance with the code we will retain (in electronic or paper form) all correspondence about a complaint for five years.
Best Letting Agent in EH7 
Best Letting Agent in EH7 
We are so sorry to get this review but do feel that a number of points have been misrepresented. As you will be aware, we only received the final two references this morning (28th July) after much correspondence where we made it clear that we needed a full application before being able to consider you both for the property. We also tried to verify your references (as a professional company should) but were unable to. Due to inconsistencies with the information, we felt unable to proceed with your application and let you know accordingly. It may be that you wish to call the current letting agency to clarify their records as they informed us today that they weren't aware of you living in the property, despite you telling us otherwise and the current landlord is such an important reference for evidence that you will be a good tenant going forward.
You mention that we do not make it clear what information is needed in a reference, however we do ask all the information you have provided to be verified. This information includes your current rent, address, length of time in the property etc. We ask for this reference to be provided on headed paper or professional email so that we have all the contact details so that we can follow up the reference with any questions, however this was not provided in your situation which has made the application more difficult to examine. This information is all on the application form.
We like to be able to present all our landlords with a well researched, promptly submitted application where we are able to answer any questions they have about who will be moving in and their situation. We did not feel that we could do so here and as you mention, it is a popular property and there are many other people keen to view and apply. We always continue to advertise a property until we have someone secured for a let in case applications fall through.
We realise that we are a very thorough agency and while many agencies are happy to accept applications on a first come first served basis, taking the property immediately off the market, but we don't work like that as we are keen to get the right people in to the right property. We take our responsibilities as agents for a landlord's property very seriously and have to be able to look at solid, verifiable applications.
If you would like to be in touch directly, please do not hesitate to contact either Sally or Katrina (details on our website) and they would be happy to talk this through further. If you would like any of the paperwork that you submitted to be sent back, please also do not hesitate to ask.