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Tenant FAQs

What fees do Cross Keys Estates charge tenants?

Our fee structure has been created to make it as simple and straightforward as possible to understand. It is based on the amount of bedrooms in the property that you are interested in. To see all of our fees for tenants, please click the link below:

Tenant Fees

Are Cross Keys Estates tenant fees refundable?

The Tenant Fee is NON REFUNDABLE and becomes due on reserving a property or agreeing a tenancy. However, if the agreement fails due to action(s) of the Landlord or Cross Keys Estates (Letting Department) then a refund will be considered.

What Company do Cross Keys Estates use to credit reference their tenants?

We use Rent4sure to conduct all of our credit and reference checks.

Why do I have to provide Identification to Cross Keys Estates?

By law, we have to collect Identification from prospective Tenants. This is in line with Money Laundering Regulations 2007 so please do not get offended when a member of staff requests this from you.

Where do I collect the keys and sign the necessary paperwork on the day I move in?

On the day that you move in, all tenants must attend our Lettings office (Cherry Tree House 34 Mannamead Road Plymouth PL4 7AF) where you will be taken through all of the paperwork that needs to be signed before you are given the keys to the property. We will never meet you at the property so please ensure that you come to the office at the allotted time.

What do I do if I have any maintenance issues whilst I am living in a Cross Keys Estates managed property?

Your first point of contact will always be the Lettings Department on 01752 500018 or send an email to lettings@crosskeysestates.net

If there is an EMERGENCY out of office hours then please call the Lettings Department on 01752 500018 and you will be given further instruction. DO NOT instruct your own contractor as you may become liable for their call out charge.

What notice do I need to give Cross Keys Estates if I wish to leave the property?

The tenancy created may be terminated by the tenant giving one clear months’ notice in writing and NOT before the expiration of the fixed term. Thereafter the tenancy will need to be renewed or roll onto a periodic tenancy. Should you wish to renew your tenancy agreement a charge of £60.00 (including VAT) will apply.

Where will my deposit be kept once I have paid it over to Cross Keys Estates?

We lodge all of our managed properties deposits in The Deposit Protection Custodial Scheme.

If you were introduced to your landlord by our Tenant Find Only Scheme then it is likely that we paid the Deposit over to them for lodging in their own scheme at the time your tenancy agreement started. However, on occasion the Landlord may have requested that we lodge it in our scheme on their behalf.

In the event that you require confirmation where your deposit was lodged (and you are were introduced via our Tenant Find Only scheme) please contact us on 01752 500018.

What should I do if I lose my job whilst living in a property that is being managed by Cross Keys Estates?

Call us immediately and we will do our utmost to assist you.

Do I have to be present for the out-muster when I leave a property managed by Cross Keys Estates?

The answer is no, however if you wish to be there whilst the report is being compiled by one of our staff then please let our Lettings Department know.

You would be expected to leave the property in the same state as when you originally moved into it. The Inventory will be compared with the final inspection report and a decision made as to whether any works are required to bring it up to a satisfactory standard.

What do I do if I have a complaint against Cross Keys Estates?

If you should wish to register a complaint against the company or any individual representing the company, you should in the first instance contact:

Craig McMillan Duncan Compliance Director Cross Keys Estate Agents Limited Cherry Tree House 34 Mannamead Road Mannamead Plymouth PL4 7AF

Email: craig@crosskeysestates.net

The in-house complaints procedure is as follows:

  • A written complaint will be acknowledged by Cross Keys Estates in writing within 3 working days.
  • A formal written outcome of the company investigation will be issued to the complainant within 21 days. This outcome of this investigation will be deemed final.
  • If you cannot settle your complaint with us, you are entitled to refer it to The Property Ombudsman. This complaint must be made within 6 months of the date of the agents’ final written response. Our membership number of the scheme is D00723

The contact details for The Property Ombudsman are as follows:

Milford House 43-55 Milford Street Salisbury Wiltshire SP1 2BP

Tel: 01722 333 306

The Agent is a member of TPOS (“The Property Ombudsman Scheme”) and follows the TPOS Code of Practice. The Client agrees that the Agent may give information about the sale of the Client’s property to the Ombudsman, if the Client has registered a complaint and he asks for that information. The Client also agrees that the Agent may give the Client’s contact details to TPOS (if they ask for it) to help them monitor how the Agent is following the Code of Practice.

Is it possible to give feedback or leave a review about my experience with Cross Keys Estates?

Yes, absolutely! We encourage all of our clients to take some time to write a review about your experience with us on the All Agents website which is the UK’s largest customer review website for the property industry. The link to do so is below:

https://www.allagents.co.uk/cross-keys-estate-limited/

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21 October, 2016

5 Star Rating
This was our first time buying so did not really know what to expect, but Crosskeys were fantastic. They kept us well informed and seemed happy to help chase up solicitors etc throughout. A few times we got a little bit anxious and were not getting much info from the solicitors, and as soon as I contacted Crosskeys they were straight onto finding out where we were and put our mind at ease. Would definitely use them in the future and would recommend to others. Thank you.
By: Abby & Ashey

Featured Sales Property

Cross Keys Estate Agents Featured Sales Property

Seymour Avenue, St Judes
Click to view details

Featured Rental Property

Cross Keys Estate Agents Featured Rental Property

Cory Court, Wembury
Click to view details

Buying

Cross Keys Estate Agents Stoke Office Graphic

Cross Keys House
51-53 Devonport Road
Stoke
Plymouth
PL3 4DL

T: 01752 500099
Email us:
Email Us Link

Cross Keys Estate Agents Lettings Office Graphic

Cherry Tree House
34 Mannamead Road
Mannamead
Plymouth
PL4 7AF

T: 01752 500018 Option 2
Email us:
Email Us Link

Cross Keys Estate Agents Mannamead Office Graphic

Cherry Tree House
34 Mannamead Road
Mannamead
Plymouth
PL4 7AF

T: 01752 500018 Option 1
Email us:
Email Us Link

Selling

Cross Keys Estate Agents Testimonials Graphic

What our clients are saying about us

Cross Keys sold our house immediately, achieving the full asking price. They did exactly as they said they would, throughout every step of the process.

We chose to sell our home with Cross Keys based on the initial visit with Jack. It was apparent that his extensive local knowledge, professionalism and personable character was representative of the company and exactly the right mix of qualities that would sell our home. Robs visit to take photos and details for the brochure was as impressive and resulted in producing a quality sales brochure. The photos looked amazing and the wording was refreshingly original. Craig was proficient in explaining the detail of the contract and Tom contacted me promptly to give feedback from viewings. I can’t thank them enough, to me, they did more than sell our home, they made it possible for us to move forward with our plans for the next step of our lives.

An altogether seamless, faultless and experience. I would have absolutely no hesitation to recommend Cross Keys to family and friends.

Mr and Mrs J

From the word go we have had nothing but great help. Since walking in to the offices in Mutley plain and being referred to the Stoke office we have felt so looked after. We were looking for a property whilst trying to sort out renting out our own property. All the estate agents we had dealings with previous were either to pushy or seamed to eager to tell you what you wanted to hear. When we were visited by Jack he basically told us with out having all the bells and whistles what our property would be worth rental wise and also about a house well two that he thought would suit our family. When we met Jack at the first property we had that instant feeling and new it was the one. We are near the end and due to complete soon and with out Jack I know we would still be looking. Any issues or queries we have had just one call to the office and Rob has always answered our questions and made us feel at ease. As estate agents go and they are estate agents not just sales people, you could never find a more helpful,friendly and knowledgeable group of people and would highly recommend Cross Keys to any one as many of my friends did to me.

Darren Davis

Cross Keys is the best estate agent we have ever had dealings with. They were always available whether we popped in or on the end of the phone. The staff were very friendly and helpful and the office decor was stunning and very welcoming. The speed at which they sold our house was amazing. We will always use Cross Keys in the future and have recommended them to all our friends.

Nicola & Chris

We had a rather complicated purchase of a big old house with lots of problems. Jon demonstrated endless patience with us and good humour in challenging circumstances. He was professional, honest and reliable. As a consequence of his, and latterly Jacks, hard work we sold our house and managed to coordinate the purchase of the new house. Jon is an eloquent sales man who clearly does his research on a property, so he was great for selling our house. Furthermore, he was always ready and willing to help with our purchase too. Jack stepped in to deal with the various solicitors involved to ensure that our sale/purchase went through on time. Amazing team work, so helpful and easy to deal with. The thing I loved was that as a purchaser going on a viewing there was no after viewing pressure, unlike some local estate agents that ring you endlessly they ask you once for feedback then leave it to you to come back to them if you want to take it further. Brilliant! Well done and thank you all involved.

Janey H

Excellent, professional service from initial valuation from Steve Jones through to completion. Steve knew the market well and got the price right, Jon found the buyer quickly and kept watch on the property while it was vacant, Aimee did an excellent job of keeping me informed of progress all the way. In terms of professionalism, they were head and shoulders above the other agents we ask to value the property.

Liz

I have used Cross Keys in the past to sell a property, based on there excellent advice the property sold for the asking price in one day of being marketed. I now use them to let a property and once again have received excellent service, clear communication and true professionalism through all negotiations between myself and my tenants. Highly recommended for both sales and lettings.

Russ Wiliams

Renting

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