Tenants' Handbook

Please take the time to read our handbook, which is designed to make your life easier. We have included contact information about utility companies, useful tips, bond return procedure and your responsibilities as a tenant. We hope that you find this useful and would be particularly grateful for your cooperation when reporting a maintenance issue- the procedure is set out in full in 'have a nice stay'.

This is the most up to date version of the handbook; amendments are shown below in the changelog.

Download Handbook

Changelog

Version Date Description
1.4 06/08/2013
  • Tenancy Handbook – updated July 2013

Report an Issue

To report a repair during Property Management hours call 0113 2615723 / 0113 2615726

  • Mon — Thurs: 8:50am – 6pm
  • Friday: 8:50am – 5:15pm
  • Saturday: 9am – 6pm

You can also call the office between Mon and Thurs 6pm-8pm 0113 3980099.

Out of hours Emergency

For out of hours emergencies, call the relevant number listed on page 10 of the tenants handbook.

What is an Emergency

An emergency is any repair necessary to avoid a danger to the tenant’s health or well being or to avoid serious damage to the building or the tenant’s belongings

Complaints Procedure

Morgans, a member of the Property Ombudsman, aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, a complaints procedure is in place. This provides for the matter to be dealt with internally and, in the event that we are not able to deal with the issue to our mutual satisfaction, by reference to The Property Ombudsman.

If you believe you have a complaint, please write in the first instance to:

Jacqui Pringle
Operations Manager
Morgans Cityliving
1 Dock Street
Leeds
LS10 1NB

Or email j.pringle@cityliving.co.uk

Your written complaint will:

  • be acknowledged within 24 hours whenever practicable but in no longer than 3 working days,
  • investigated thoroughly in accordance with established in-house procedures and
  • a formal reply will be sent to you within 15 working days of receipt of your complaint.

If you are not satisfied with the outcome of our initial investigation, you are provided with a further and final opportunity to have the complaint reviewed by a member of the senior management team, who has not already been involved in the initial investigation. This should be raised with Jonathan Morgan, MD, at the above address and he will conduct the review.

In the event that the final review, as detailed above, still fails to satisfy your complaint, then you are at liberty to have the matter referred to The Property Ombudsman. We will submit our file to the Ombudsman on request. You are also entitled to have your complaint referred to the Ombudsman should we fail to deal with matters promptly or do not comply with our in-house complaints procedure within 8 weeks from the date we receive your written notification.