Help and advice for tenants regarding renting your home with Braemore
Braemore have put together a helpful list of frequently asked questions both relating to general queries and maintenance related queries when renting with us.
Q. How do I pay my rent?
A. There are a number of ways you can make a payment to us:
Online banking: You can pay us through your online banking using the details provided when you sign your lease. You MUST quote your address followed by your name as the payment reference.
Over the phone: To pay your rent over the phone please call our Finance Team on 0131 525 6633
Standing Order: Download our standing order form here Download
Q. Can I get a receipt for my rent payments made online or by standing order?
A. Receipts are only issued on manual payments such as cheque or card payments, unfortunately we cannot provide receipts for online payments or standing orders, but if you require confirmation of payment we can give you this. Contact our Finance Team on 0131 525 6633.
Q. Have you got any standard charges or fees I should know about?
A. If you are late with your rent payment you may incur late payment fees of up to around £40 per month (we strongly advise you contact us should you have any difficulties with paying your rent, we are here to help).
Q. How do I claim reimbursement for an approved repair or replacement item?
A. If you have been authorised to purchase an item for the property or you are authorised to arrange and pay for a repair yourself, you will need to provide us with a copy of the receipt, you must then email a copy of this with details of the refund and your bank details to clientaccounts@braemore.co.uk. If there are no arrears on your account the reimbursement will be paid after your next rental payment.
Q. What happens if I’m having trouble paying my rent?
A. We are here to assist you and to discuss any financial issues you may be having so please contact us if you are struggling to pay your rent or if you think you will be late paying your rent. Contact our Finance Team on 0131 525 6633.
Q. Am I allowed to keep a pet in the property?
A. We need to contact the landlord for authorisation to have a pet, if they agree we will ask you to sign an addendum to your lease and also request a further £200 top up for the deposit. To discuss this further please contact the Tenancy Admin Team on 0131 525 6637.
Q. Who are my utility suppliers?
A. If the utility providers are not listed on your inventory please contact M Pass on 0845 270 9101 to find out the electricity supplier and Transco on 0870 608 1524 for the gas supplier. Please remember it is your responsibility to contact the Council to set up your Council tax.
Maintenance frequently asked questions
Q. How do I report a maintenance issue in my property?
A. Please report any maintenance through our online form here.
Q. What do I do if a leak occurs out of hours?
A. If there is a leak please go via our online platform for assistance https://braemore.fixflo.com/Auth/HomeIssueCreate
Q. What do I do if there is a break in at my property?
A. If there is a break-in at the property, please report it to the police as soon as possible along with informing your insurance company. Please let us know the details as soon as you can as the landlord may require a crime reference number should there be damage to the property.
Q. What do I do if there is a leak into the neighbours from my property?
A. Find the stop cock and turn off the water, this could be located under the kitchen sink, in a cupboard or around the entrance door (in the property or stairwell side). The location could also be listed on your inventory. Then please report your issue with our system, here.
Q. There is water coming from above.
A. We recommend you go upstairs to speak to your neighbour and find out what is happening. If they know of a leak ask them to switch off their water and please do not touch your electrics. The neighbour is responsible for arranging for the leak to be repaired. Please use out issue reporting software here to report any damage to your property.
Q. Can I decorate the property?
A. We need authorisation from the landlord for any decorating. If they are happy for tenants to decorate the property themselves it needs to be carried out to a professional standard and all colours agreed before work begins, please contact our Property Management team to discuss further on 0131 525 6632.
Q. My boiler is not working, can you help?
A. Please log the issue with our reporting system, here. Depending on the make of the boiler we may need to get an engineer out to assist you.
B. For out of hours requests, please call our maintenance team on 07760 164 256.
Q. What do I do if I smell gas?
A. Please call Scotland Gas Networks immediately on 0800 111 999 and please also log the issue, here.
Q. There’s an undefined beeping noise in my property, what do I do?
A. Check smoke detector and/or CO detector – if you can safely reach the device then please change the backup battery. If you can’t reach it safely then please log the issue, here.
Q. A bulb has blown in the property and it needs to be changed. What should I do?
A. All bulbs are the responsibility of the tenant to change, however, if you can’t reach the light fitting safely please log the request, here.
Q. I’ve seen a mouse, help!
A. Make sure all foodstuff is put away and any rubbish is disposed of. Please try putting traps and pellets down, or use a sonic repellent. If you have tried these methods and the problem still persists then please log the issue with our team, here.
Q. My sink/bath/shower is blocked?
A. Use drain un-blocker or a plunger, if it’s a serious blockage that won’t clear then please log the issues with our team, here.
B. For out of hours requests please go via our online platform for assistance https://braemore.fixflo.com/Auth/HomeIssueCreate
Q. My washing machine has stopped working
A. Please check the filter on the washing machine normally found on the front of the appliance at the base of the unit. Make sure this is cleared and if the problem still persists please report the issue to our team, here.
Q. One of my radiators is cold, I need more heat
A. Please bleed the radiator using a radiator key. If there is not one in the property, you can buy one from your local hardware shop. Put the key in the valve at top of radiator, turn anti clockwise until you hear a hissing noise and when the water comes out, quickly close the value turning the key clockwise. Make sure you have a bowl or towel to catch any water drips. If the problem persists please log the issues with our team, here.
Q. My oven is not working?
A. Please check if this is switched on at the wall and make sure there is power available elsewhere in the property. If there is power getting to the oven but it will not heat up please make sure the clock is set on the appliance. If the problem still persists then please log the issue with our team, here.
Q. I need an instruction manual for my appliance?
A. Please try visiting these web sites for a copy of the manual, if this does not work then you can google the manufacturer name and model number.
Q. When do my bins get collected?
A. Edinburgh Council lists their bin collections on their website:
http://www.edinburgh.gov.uk/directory/111/new_recycling_and_household_bin_collection_days
Q. I have noisy neighbours?
A. If in Edinburgh contact the Council’s noise team on 0131 200 2000. If you rent out-with this authority please contact our office for assistance.
Q: How do I report an issue?
If you’re in need of assistance, please report it, here. One of our emergency teams will be in touch ASAP.
Frequently asked questions – moving out of your tenancy
Help and advice for moving out of your home
Q. How much notice do I need to give to end my lease?
A. Notice needs to be served in accordance with your lease agreement, we can accept notice by post at one of our Branches, or by emailing admin@braemore.co.uk please ensure all tenants agree to notice and the property address is referenced.
Q. My flatmate wants to leave but I want to stay, what are my options?
A. You have all signed the lease binding you to a joint and severally liable agreement, therefore all tenants must be in agreement to the arrangement of one tenant moving out and another remaining. We would advise you to contact our Tenancy Administration Team for further advice, please call 0131 525 6637.
Q. How do I get my deposit back?
A. Once the final inspection has been carried out, the Property Manager will advise you of their findings, agreeing deductions, if any are applicable. We would contact the Tenancy Deposit Scheme and arrange for the necessary refund to take place, you then have the opportunity to log on and either agree or dispute the amount. Both Landlord and Tenant can log on at any point after the lease end to start the refund process. You will need to have your URN/DAN or DPC number, if you do not hold a note of this please contact the Tenancy Deposit Scheme who will assist you. You can then log on to the scheme and start the process.
Q. How long does it take to get my deposit refunded and what if I want to dispute it?
A. Once the process has begun, each party has 30 working days to respond. If both parties agree to the amount, the scheme will refund within 5 working days of that decision. If there is a dispute, the undisputed amount is refunded within the 5 working days and the disputed amount goes through the adjudication process, this can take a further 14 working days and then we need to wait for the adjudicator’s decision. The entire dispute process can take up to around 8 weeks, to reach conclusion.
Q. Who do I tell I’m moving?
A. This list isn’t exclusive but it will get you started…
- Your utility providers for gas and electricity
- Local authority for council tax and electoral register
- Your phone, internet and mobile phone providers
- TV Licensing – update your license to reflect your new address to ensure you’re covered
- Your neighbours – they might miss you, or be holding a package for you!
- Friends and family – don’t miss out on greetings cards
- Banks, building societies, pension providers, investment companies & loan providers
- Credit Card and Store Card providers
- Inland Revenue
- Magazine & Charity Subscriptions
- GP, Dentist, Healthcare Insurance Providers
- If you are undergoing any hospital treatment make sure they have the right contact details for arranging appointments
- Your Employer for payslips – it’s a good time to update your emergency contact details too
- Schools, Nurseries, Colleges & Universities
- Insurance Providers
- DVLA
- Don’t forget to update the delivery address held for you by grocery delivery companies, Amazon, Ebay, Paypal and others.
Q. How do I know what my final rent payment will be?
A. We provide you with this information in our vacating paperwork, if this has been misplaced we can provide you a copy, please email tenancy.admin@braemorelettings.co.uk or call us on 0131 525 6637.
Q. What happens if I overpay my last month’s rent?
A. It is your responsibility to change the final standing order value with your bank, if you forget to do this then there is a small administration fee £5 + Vat for us to process this overpayment . Please email clientaccounts@braemore.co.uk with your request and include your bank account details on this. Once processed it takes approximately 3 working days for the BACS payment to reach you.