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 01752 604242




Anti-Social Behaviour Code & Complaints Procedure

(i)                     Under the Housing Act 2004 the Landlord must take reasonable steps to tackle Anti-Social Behaviour within the Building, the curtilage of the Building and within the neighbourhood in which the Building is situate

(ii)                   Under the Housing Act 2004, Anti-Social Behaviour is anything which causes:-

·           A nuisance or annoyance to other occupiers and nearby neighbours

·           Harassment to anyone in the local area (because of their race, colour, nationality, ethnic origin, sexuality, sex, religion, politics, age, medical condition or disability) or

·           Violence (including domestic abuse) against any person (including the Landlord or persons acting on behalf of the Landlord)

(iii)                  Anti-Social behaviour also includes:-

·           Interfering with security or safety equipment

·           Using the Property (including all communal areas, bin stores, yards and gardens etc) for any criminal, immoral or illegal purpose, including buying, selling or using any illegal drugs or storing or handling stolen goods, or

·           Damaging any part of the Building

(iv)                  It is also Anti-Social Behaviour to encourage anyone else to carry out or threaten to carry out any of the above.  The Tenant is responsible for the behaviour of themselves, their family and their visitors

(v)                  The Landlord will not tolerate Anti-Social Behaviour and legal action shall be taken against any Tenant failing to observe the Landlord’s Anti-Social Behaviour Code set out herein.   Complaints may be made at any time by anyone (inc neighbours, members of the public or fellow housemates). Either email us (info @ or call 01752 604242. CityLets is a member of The Property Ombudsman Scheme and so adhere to their complaints procedure (see flow chart below).



complaints procedure



Utility Fair Usage Policy


The purpose of this Policy is to bring about awareness of usage of utilities and to encourage tenants to be considerate and careful in their use of these services.  In imposing this Policy the Landlord provides, as far as it is reasonable and practicable to do so, appropriate reassurances that the Landlord’s installations are energy efficient and the Property is adequately insulated and weather tight. 


Use of the Utilities and Services subject to this Policy


  1. The Utilities and Services subject to this Policy are ELECTRICITY and GAS.   


  1. You will be entitled to use the Utilities and Services limited to a total average expenditure of £8.00 per person per week which represents an amount that is considered a fair and reasonable cost for normal usage of gas and electricity.  


Abiding by Our Policy


  1. You are required to use the Utilities and Services in a responsible manner and Your usage shall be normal, reasonable and fair.  


  1. Where We can produce to You evidence that Your average usage of the Utilities and Services is in excess of the expenditure provided for in 1b above then We shall be entitled, at Our discretion, to either:-  


                                                               i.       increase the agreed Rent by an amount that We reasonably consider is sufficient to compensate Us for Your unfair and unreasonable use of the Utilities and Services.


                                                              ii.       require You to pay, on demand, any excess sums arising from Your use of the Utilities and Services.


  1. We will inform You as soon as it becomes apparent that Your usage of the Utilities and Services is excessive and We are required to take appropriate steps for reimbursement from You of the resulting over-expenditure.    


Your Rights

  1. You will be entitled to examine evidence of Your usage of the Utilities and Services and discuss with Us any measures that may be reasonably utilised by You to reduce Your future usage of the Utilities and Services to a level that is normal, fair and reasonable.   

Agreement Relating to the Reception of Live Television & Radio Broadcasts


The tenant acknowledges and agrees that:-

1. The Landlord shall maintain a current TV Licence for the television supplied by the Landlord for use in common with all tenants in the Building.

2. The Tenant shall maintain a current TV Licence for television receiving equipment provided by the Landlord for the Tenant’s personal use in the Property.

3. The Landlord shall accept no liability for any costs or claims made against the Tenant for the Tenant’s breach of the Regulations

4. The Tenant will indemnify the Landlord in respect of any costs or claims made against him for the Tenant’s breach of the Regulations




Illegal & Immoral Use of the Internet


Illegal & Immoral Use of the Internet

1. Internet access is offered to you as part of your rental package and is provided for your convenience and on trust that you shall use the service in a proper and lawful manner.

2. Your landlord is the named account holder for the internet at the property and any illegal activity (such as file sharing and illegal downloads) undertaken by you could be linked back to your Landlord via the IP address.  However, this does not necessarily mean that you will be able to hold your landlord legally accountable for your misdemeanour.

3. The Digital Economy Act was introduced with the aim of regulating digital media.   It also seeks to deter and increase penalties for copyright infringement.  The Act establishes a system that makes it easier to trace and sue persistent culprits.

4. The Act also makes provision for regulations granting the courts powers to order blocking injunctions in relation to specific websites or limiting an internet connection in response to its use in engaging with copyright infringement.  As such, it is quite possible that the internet service provided by your landlord could be disconnected as a result of any unlawful or immoral activity.  This, of course, could be very inconvenient and annoying.  

5. PLEASE BE WARNED that it is a condition of your tenancy that you do not use the internet connection provided for any immoral or illegal activity.   Your landlord reserves the right to disclose the name and address of any tenants in breach of this condition to such regulatory body or bodies that shall raise enquiry of your landlord regarding immoral or unlawful use of the internet service.

6. Your landlord provides the service for the benefit of his tenants ONLY and for no other person.  Any liability for illegal or immoral online activity of any tenant or their visitors or invitees lies directly with the tenants.

7. PLEASE NOTE that in addition to the above, any costs charged to your landlord for use of the internet over and above those costs for which the landlord has agreed to be liable for under the contract entered into with the Internet Service Provider, shall be the liability of the tenants.

 If you have any concern regarding the above, please do not hesitate to contact the office. 





Our normal office hours are 09.00 to 17.00 Monday to Friday (inclusive).  We will advise you if there is any change to our office opening hours at any time. 


During normal office hours all emergencies occurring must be reported directly to the office as soon as practicable by phoning 01752 604242.


Outside normal office hours all emergencies occurring are to be reported to Andy Smith on 07778 852650.


Andy Smith is instructed to respond to EMERGENCIES connected to property matters ONLY.   Ie:  if you call him at 2am because you have been out and lost your keys and can’t get into the accommodation, you will be liable for payment of the call-out charge (the standard charge at the time of writing is £40 + VAT per call-out).


BEFORE reporting any matters outside of normal office hours, PLEASE consider whether the matter really is an EMERGENCY.  


An EMERGENCY is a serious, unexpected and often dangerous situation requiring IMMEDIATE action.   An EMERGENCY poses an IMMEDIATE RISK to health, life or property and requires IMMEDIATE intervention to prevent the situation from worsening.  


Some EMERGENCIES may be self evident other smaller incidents require your subjective opinion as to whether it qualifies as an emergency. 


Examples of EMERGENCIES include:-


Examples of NON-EMERGENCIES include:-

·                      Fire

·                      Fire alarm sounding

·                      Total power failure

·                      Flood / burst water pipes

·                      Burglary / attempted break in


·                      Forgotten your keys

·                      Light bulb needs changing

·                      Appliance not working

·                      Poor internet connection

·                      Minor leak


If a matter is not an emergency, please take appropriate action to provide a temporary fix to prevent the situation worsening or becoming a danger to others (for example:  place a note on the washing machine to let other users know it is not working / it is leaking, unplug the appliance and mop up any water leakage).  Report the incident to the office as soon as you can so that it can be dealt with when the office re-opens. 


Please contact the office if you have any concerns or queries about what constitutes an emergency / non-emergency