T: 01273 626268
E Sales: sales@neilsutherland.co.uk
E Lettings: lettings@neilsutherland.co.uk



We believe lettings is all about relationships whether you are a landlord or someone looking to rent and we will look to make the rental process as smooth and transparent as possible for all concerned.


Our contracts are generally fixed term ASSURED SHORTHOLD TENANCIES, normally for 12 months and UK home-owning guarantors are generally required although there are different options available.  Please contact our office to discuss your situation/proposal.


Any questions you may have before taking a tenancy we welcome, from either yourselves as the tenant or your guarantor so you are aware of the process and the contract to which you are to enter into.


We understand that when you rent a property, that it becomes your home, be you a family/sharer or a student.


That being the case you take on a duty of care to maintain the property in good order as per terms of tenancy, to keep it warm and ventilated, for it to be kept clean/tidy, for you to be respectful of your neighbours and to report any issues promptly to your agent or landlord.


We will look to deal with your enquiries/issues efficiently and effectively, to do this we ask that all non-emergency issues are emailed to us at lettings@neilsutherland.co.uk so we may process them/ gain landlords instruction to act, for emergency issues ie water through running through ceiling call our office 01273 626268 during office hours or emergency mobile number 07880612021 for out of hours.


For GAS LEAK or if you smell gas call 0800 111 999.  National Grid.


Getting accurate address details is very important as we want to make sure we send engineers to exactly the right place. You will be asked to verify these details for this very reason. Your address and postcode are particularly important.

You’ll be asked a series of questions designed to help us build a picture of the reported gas escape or gas emergency. From these details, we can identify the right gas safety advice for you – such as:

  • Opening doors and windows
  • Turning the gas off at the meter unless the meter is located in the cellar/basement
  • Avoiding the use of any naked flames or electrical switches

All calls to the National Gas Emergency Service and National Enquiry lines may be recorded and monitored.


To renew your tenancy please contact our office as early as possible from the end of your stay, we recommend for family/professional/sharers that you speak with us approx. 3 months before end, for students you will need to notify us by end of January as we will commence viewings for new tenants from February onwards.


We hope that you enjoy your stay.


For those looking to rent a property be you a student/professional/sharer/family the process is fairly similar.


  1. Approach the agent with your group complete and all relevant information to hand to view suitable properties
  2. If you see something you like you will be asked to email our office on lettings@neilsutherland.co.uk to give us an overview of your position, (ie working/family/student) start date you require (if different from date listed) and rent you propose (if different from listed) and if you have guarantor to stand on tenancy or other option available to you.
  3. We will then obtain landlords permission to proceed, if successful your group will need to come into office, sign off on the pre-contract terms, pay the holding deposit + admin fee, give us details of UK home-owning guarantor (where applicable) ONLY THEN IS PROPERTY OFF MARKET.
  4. We will then reference all parties submitted with a professional company, this includes a credit score/check. This process is done online.
  5. After referencing is completed, if all parties pass we will then issue tenancy contract to all parties for signature and request outstanding balance of monies due, along with any outstanding identity documents from tenant/guarantor.
  6. Once the file is completed, ie everything requested is returned and we have cleared funds in our client account we will arrange check in, be advised check in company require 48 hours notice to book you in, if not complete in time you may miss the proposed start date.


We keep all landlord and tenant monies in a dedicated client account, we are members of Client Money Protect and The Property Ombudsman.




We are committed to providing a professional service to all our clients and customers.  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, please put it in writing, including as much detail as possible.  We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

  • We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.


  • We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you.  A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.


  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.


  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

The Property Ombudsman Ltd

Milford House

43-45 Milford Street




01722 333 306


Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

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