Have a question?

To rent a property, you’ll typically need to provide some identification documents such as a passport or a government-issued ID. Occasionally, proof of address, references, or share codes may be required as well.

Yes, a deposit is usually required to secure a rental property. It serves as a security against potential damages or unpaid rent during your tenancy. The deposit amount may vary, but it’s usually a multiple of the monthly rent.

A guarantor is someone who agrees to support your rental obligations in case you encounter difficulties. It’s often required for tenants with limited rental history, low income, or other circumstances that may raise concerns. Not all properties require a guarantor, so it depends on the landlord’s policy.

Exciting news! You’ll receive specific instructions on where and how to collect your keys before your move-in date. Typically, you can collect them from our rental agency’s friendly team.

We want to make sure you have all the information upfront. Aside from the rent and deposit, there aren’t any additional fees to secure a property with us.

Don’t worry, we’re here to help! Setting up your bills (utilities) in the rental property is essential, and we’ll guide you through the process. Just let us know your move-in date, and we’ll provide you with the necessary information to contact the utility providers. They’ll assist you in setting up your accounts and transferring the bills into your name.

Please remember that our goal is to make your renting experience as smooth and enjoyable as possible. If you have any more questions or need further assistance, please feel free to reach out. We’re here to support you every step of the way!

Cobourg aims to provide a high quality of service at all times.

If it is felt that we haven’t achieved our expected level of service, this procedure will enable you to escalate issues or concerns that you have been unable to resolve with your local site team. This procedure has four stages;

Stage one gives our Residence Manager the opportunity to review and consider your complaint in full. We will always endeavour to assess the facts fairly and our goal is to find an amicable solution to enable us to resolve your complaint, to your satisfaction.

Stage two gives the opportunity for our leadership team to review and consider your complaint in full.

Stage three gives the opportunity for our executive team to review and consider your complaint in full.

Stage four gives you the opportunity to have your complaint reviewed and considered by an independent redress provider if you are not happy with our final viewpoint.

STAGE ONE

If you have been unable to resolve your complaint with the onsite team, you may escalate the matter in writing to your Residence Manager. We ask that you put your complaint in writing to ensure we have a full understanding of the nature of, and reasons for, your complaint. Please provide as much detail as possible including:

• what service we are providing
• where you consider we have failed to meet expected standards
• what solution you would ideally like to reach

You can write to us at:

Cobourg House, 102 Clay Pit Lane, Leeds, LS2 8EU

E: hello@cobourg.co.uk

We will acknowledge receipt of your complaint within 3 working days. We will investigate the circumstances of your complaint, including contacting the local site team, and we will provide a summary of our findings within 15 working days of sending our acknowledgement receipt.

STAGE TWO

If you are not satisfied after having received our response, you have the opportunity to take your complaint to stage two, where a member of the Cobourg Leadership Team will review your complaint.

We will acknowledge receipt of your escalated complaint within 3 working days. We will investigate the circumstances of your complaint, including contacting the local site team and Residence Manager involved previously. We will provide a summary of our findings within 15 working days of sending our acknowledgment receipt.

Cobourg House, 102 Clay Pit Lane, Leeds, LS2 8EU

E: hello@cobourg.co.uk

STAGE THREE

If you are still not satisfied upon receiving our response, you have the opportunity to take your complaint to Stage 3, where a member of the Cobourg Executive team will review your complaint.

We will acknowledge receipt of your escalated complaint within 3 working days. We will investigate the circumstances of your complaint including the local office, and senior management and leadership teams involved previously. We will provide our final response within 15 working days of sending our acknowledgment receipt.

FAO Leadership Team, Cobourg House, 102 Clay Pit Lane, Leeds, LS2 8EU

E: holly@cobourg.co.uk

STAGE FOUR

If you are still not satisfied when you have received our final viewpoint, or more than 8 weeks has elapsed since your complaint was first made, you have the opportunity to take your complaint to an independent redress provider.

Property Redress Scheme (PRS) is free to consumers and will consider all consumer complaints including residential sales, lettings and property management. It is the approved redress scheme for residential estate agents in the United Kingdom under the Consumers, Estate Agents and Redress Act 2007, and for residential lettings/managing agents under the Enterprise and Regulatory Reform Act 2013. Referrals must be made within 12 months of the our final viewpoint response including any evidence to support your complaint.