Edinburgh, EH7
4.8/5, 55 reviews
95% recommended
100% lettings valuation accuracy
96% lettings fee satisfaction
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“I am very disappointed to report that our experience of ......”

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Apr 16,2013
Minithumbdown
By: 'Dr'
Apr 16,2013
5 people found
this helpful
I am very disappointed to report that our experience of using A Flat in Town as a managing agent for our rental property in Edinburgh was a disaster. Our property was rented out using their full management service for almost two years. Although the company found us tenants quickly, and we received rent payments on time each month, at the end of the tenancy we discovered a number of serious issues had been ongoing. When we took back possession of the property, which the company had told us was in appropriate condition for transfer back, we discovered thousands of pounds worth of damage. The company had provided assurances that they were carrying out regular inspections during the tenancy. We requested to see the inspection reports and these were not provided. We discovered that the tenants had been smoking in the flat and that this had not been dealt with by the agent during the tenancy. There was significant damge to one of our internal doors,damage to some of our furniture and blinds, widespread evidence of smoking (despite this being prohibited by the tenancy agreement), bloodstains on the walls and missing items from the inventory. The company had failed to keep track of the items on the inventory and so, for instance, when we asked where our bathroom blind was, they couldn't account for it. They eventually had to ask the tenants who told them it had broken and they 'didn't want to bother us with it.' Surely the company inspections should have picked up on this, and, more worringly, the smoking. The flat was also infested with mice when we took back possession of it. We also discovered in one of the hall cupboards that the tenants had been trying to grow drugs and had attempted to interfere with the electrics in the house to wire up heat lamps. This damage had also not been discovered in inspections.

We had to fight quite hard with the company for them to admit that the condition of the flat was unacceptable. Eventually, they agreed and used the tenants' deposit to pay for repainting, cleaning and repair works. The most disturbing part of our experience was that we had agreed with the company that the tenants would hand back the keys on a particular date and we had told our insurance company that the tenancy ended on this date. This was a Friday and we were later told by A Flat in Town that they had, without our consent, allowed the tenants to keep the keys over the weekend because they apparently wanted to continue cleaning the flat so it was suitable for handover. This invalidated our landlord insurance because the insurance company rightly asserted that the damage may have occurred over this weekend period, after the tenancy had technically ended. We were exasperated by the attitude of the company and at times they were offensive in their dealings with us, with one staff member making rude personal comments about my partner.

Unfortunately, I consider that the company failed to handle our property and all administration relating to it with due diligence and care. They could not produce inspection reports for the property when requested which we found most worrying. It seems clear to us that our management fee was largely wasted. We consider that the agent was negligent and that our property was put at risk. We took legal advice and eventually managed to get the company to pay us a small sum to cover some of the damage. We were so sick of dealing with them that we left it at that. Frankly, we should have taken it further and put a claim in through the small claims court. I note that at the time this occurred the company was not part of any voluntary regulatory bodies such as the Association of Residential Letting Agents (ARLA). In our experience, it is important for landlords to have the protection of such bodies as they offer support in the event of dispute. We have another rental property which is managed by a large firm who are part of ARLA and A Flat in Town's service simply does not compare with the professional and direct approach of our other agent. I would urge landlords to enquire about membership of voluntary regulatory bodies when choosing a managing agent. We would have been grateful for the support of these bodies during our dispute with A Flat in TOwn.

In summary, we consider that we had a very poor and extremely costly experience using A Flat in Town. I urge any landlord considering using this firm to go elsewhere and, specifically, to go with a bigger name who is part of an industry regulator.
Was this helpful? Yes
By: Dr Duritz
May 07, 2013
I have read the response by A Flat in Town to my review and offer the following additional opinion:

- in relation to the 'maintenance issues which then pile up and are presented to the landlord at once' I consider that this is an unfortunate choice of words in that no issues were 'presented' to us. We were told our flat was in acceptable condition and when we arrived we were left to discover damage on a scale that was truly staggering.

- I note that the respondent asserts that our complaint was taken seriously. I consider that it was not. I see that problems are attributed largely to one member of staff but I also consider that the Directors could have dealt with our complaint more effectively. For instance, they could have met us on site and inspected the damage, problem by problem. This would have allowed them to explain to us the issues they were facing. Although they responded promptly and in detail to our letters, they initially disputed many of the problems we raised. On handover day, I asked for someone to come out to the property but this request was declined. I consider that a site meeting would have made the resolution of the issues much easier.

Letting and managing is tricky, I get that. And, I also get that tenants sometimes do awful things and even employees drop the ball sometimes. By far the biggest issue we had with this company was customer service. We all make mistakes and things go wrong, but the measure of a good service is often in how you deal with these issues.

There are many lessons to be learned from this tenancy. I notice that since my negative feedback, a positive review for this firm has been posted. We were warmly recommended to use A Flat in Town by a personal friend of one of the company Directors. We are therefore greatly saddened by the costly problems and dispute that ensued.
By: A Flat In Town
May 03, 2013
This let ended almost 3 years ago and unfortunately it was not the smoothest let that we have managed. The let had been fairly straightforward until the move out (although the tenants had clearly concealed a few issues that were only apparent once they had vacated, eg the smoking which had not been picked up on due to open windows at each inspection) and sadly the move out day itself was mismanaged by one particular member of staff who has since been dismissed. In addition, there can be irritation at the end of any let if a tenant has not mentioned a number of routine maintenance issues which then pile up and are presented to the landlord all at once. There were a few of these mixed in with the problems and this compounded the issue.

The landlord complained about the move out at the time and we took this complaint very seriously, organising repainting and repairs etc with each problem being fully discussed and dealt with appropriately.

We are accredited with Landlord Accreditation Scotland and adhere to a strict code of practice. We carry out all our work to best practice guidelines.

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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
Members of
SAL
Latest Properties

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“We stayed in a flat managed by Aflatintown fo......”

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Oct 08,2024
Minithumbup
Lynne
By: 'Michael'
Oct 08,2024
0 people found
this helpful
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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“We've rented with A Flat in Town for just ove......”

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Sep 23,2024
Minithumbup
By: 'Jimmy'
Sep 23,2024
0 people found
this helpful
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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“First class service...”

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Jul 23,2024
Minithumbup
Katrina
By: 'John McTaggart'
Jul 23,2024
0 people found
this helpful
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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By: Katrina
Jul 23, 2024
View all comments (1)
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 ...

“I had an outstanding experience renting throu......”

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Jun 06,2024
Minithumbup
Lynne
Lucy
By: 'Kevin'
Jun 06,2024
0 people found
this helpful
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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“After already losing faith in humanity, I am ......”

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May 13,2024
Minithumbup
Karien
By: 'Marvin'
May 13,2024
0 people found
this helpful
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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Was this helpful? Yes
By: Katrina
May 14, 2024
View all comments (1)
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 ...

“After 6 years living in a property managed by......”

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Apr 30,2024
Minithumbup
By: 'Borja Moronta'
Apr 30,2024
0 people found
this helpful
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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By: Katrina
May 01, 2024
View all comments (1)
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 ...

“I want to express my gratitude for the profes......”

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Apr 03,2024
Minithumbup
By: 'Tobias'
Apr 03,2024
0 people found
this helpful
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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Was this helpful? Yes
By: Katrina
Apr 04, 2024
View all comments (1)
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. ...

“A flat in town is the best letting agent in E......”

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Mar 03,2024
Minithumbup
Karien
By: 'S'
Mar 03,2024
0 people found
this helpful
A flat in town is the best letting agent in Edinburgh...
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“Big garage flat, in a lovely green location. ......”

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Nov 24,2023
Minithumbup
Lynne
Sally
By: 'AA'
Nov 24,2023
0 people found
this helpful
Big garage flat, in a lovely green location. Loads of walking paths....
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“Best letting agency ever!...”

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Aug 15,2023
Minithumbup
Lynne
By: 'Giulio'
Aug 15,2023
0 people found
this helpful
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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Was this helpful? Yes
By: Katrina Walker
Aug 22, 2023
View all comments (1)
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) ...

“Flat in Town was an excellent agency....”

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Jul 23,2023
Minithumbup
Karien
By: 'LM'
Jul 23,2023
0 people found
this helpful
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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Was this helpful? Yes
By: Katrina Walker
Jul 24, 2023
View all comments (1)
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. ...

“What a wonderful refreshing experience rentin......”

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May 02,2023
Minithumbup
By: 'Annie Wessmann'
May 02,2023
0 people found
this helpful
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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Was this helpful? Yes

“A very happy tenant...”

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Sep 16,2022
Minithumbup
Lynne
Lucy
By: 'Martyna'
Sep 16,2022
0 people found
this helpful
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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“Professional service...”

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Jun 28,2022
Minithumbup
Lynne
By: 'Thilageswary'
Jun 28,2022
0 people found
this helpful
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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“A wholly positive experience....”

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Apr 27,2022
Minithumbup
By: 'Jonathan Tonberg'
Apr 27,2022
0 people found
this helpful
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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Was this helpful? Yes
By: Katrina Walker
May 05, 2022
View all comments (1)
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 ...

“We used A Flat in Town to manage our flat ren......”

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Apr 14,2022
Minithumbup
By: 'Nicola Clark-Tonberg'
Apr 14,2022
0 people found
this helpful
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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Was this helpful? Yes
By: Katrina Walker
Apr 14, 2022
View all comments (1)
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 ...

“Very thorough with all details. Only improvem......”

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Mar 18,2022
Minithumbup
By: 'Sarah'
Mar 18,2022
0 people found
this helpful
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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By: Katrina Walker
Mar 18, 2022
View all comments (1)
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 ...

“We had a great experience with A Flat in Town...”

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Mar 16,2022
Minithumbup
Lynne
By: 'Audrey'
Mar 16,2022
0 people found
this helpful
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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By: Katrina
Mar 16, 2022
View all comments (1)
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 ...

“As a tenant I found all of the staff at ......”

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Aug 10,2021
Minithumbup
By: 'Michael'
Aug 10,2021
0 people found
this helpful
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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“We had a great experience with a Flat in Town......”

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Jun 25,2021
Minithumbup
By: 'E B Anderson'
Jun 25,2021
0 people found
this helpful
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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“Highly recommended!...”

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Aug 06,2020
Minithumbup
By: 'Jake'
Aug 06,2020
0 people found
this helpful
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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Was this helpful? Yes
By: Katrina Walker
Aug 06, 2020
View all comments (1)
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 ...

“Friendly and polite staff, always ready to he......”

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Jul 23,2020
Minithumbup
By: 'Paraskevi'
Jul 23,2020
0 people found
this helpful
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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“Very professional...”

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Mar 11,2020
Minithumbup
By: 'Oana'
Mar 11,2020
0 people found
this helpful
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...
read full review
Was this helpful? Yes
By: Katrina Walker
Mar 11, 2020
View all comments (1)
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 ...

“Rented through a flat in town for just over a......”

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Nov 12,2019
Minithumbup
By: 'David'
Nov 12,2019
0 people found
this helpful
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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By: Katrina Walker
Feb 26, 2020
View all comments (1)
Thanks so much for leaving this review David - we really appreciate it! WIth best wishes for the future, the A Flat In Town team ...

“Friendly, professional service...”

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Aug 06,2019
Minithumbup
By: 'Julie'
Aug 06,2019
0 people found
this helpful
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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“As a tenant I found Melanie and her team extr......”

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Jul 03,2019
Minithumbup
By: 'Hilary'
Jul 03,2019
0 people found
this helpful
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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“Great long term letting experience...”

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Mar 26,2019
Minithumbup
Lucy
By: 'Paul'
Mar 26,2019
1 people found
this helpful
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
Was this helpful? Yes
By: Katrina Walker
Mar 27, 2019
View all comments (1)
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 ...

“Good communication and friendly staff...”

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Oct 13,2018
Minithumbup
By: 'Sasha'
Oct 13,2018
0 people found
this helpful
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.
Was this helpful? Yes

“Very positive experience...”

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Aug 13,2018
Minithumbup
By: 'Piotr'
Aug 13,2018
1 people found
this helpful
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
Was this helpful? Yes

“It has been an absolute pleasure dealing with A Flat ......”

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Mar 13,2018
Minithumbup
Lucy
By: 'Werner'
Mar 13,2018
0 people found
this helpful
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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Staff picture Lucy
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Staff picture Lynne
Staff picture Karien
Staff picture Sally
(3)
Staff picture Katrina
(2)

Landlord Fees

FULL MANAGEMENT
We 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 Walker
Kindly note that legally, letting agents need to publish information about their tenancy fees, government-approved redress schemes and client money protection schemes on their website and on third party websites (on which agents are listed). For properties to lease/rent in England, agents need to keep this information up to date and precise on allAgents or specify within the property description.

Complaints 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

Awards won by A Flat in Town, Edinburgh EH7 4JR



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A Flat in Town

Branch - Edinburgh, EH7