Tenants Newsletter December 2021

We hope you are well. Throughout 2021 COVID has continued to disrupt all our lives and we hope you have remained safe and well throughout.

During this challenging time, we have worked hard to minimise disruption to your tenancy, including providing you with guidance on how to keep your homes safe during times when we have been unable to attend due to restrictions. Please take time now as winter sets in to review these documents to help keep you and the property safe.

With the holidays approaching fast we wanted to provide information on how to maintain your property and deal with any emergency situations, should they arise. We have also included some information that may be helpful for you on the support available for you as tenants due to the pandemic.

Reporting Maintenance

If you need to report any maintenance please use our reporting tool FixFlo which is also designed to help you resolve some simple maintenance issues yourselves and ensure maintenance reported includes all the information we might need. Contractors will have limited availability over Christmas so may only be available to attend emergencies.

In An Emergency

If you experience an emergency – a situation that is causing ongoing damage to the property or a risk of injury to you – call our office on 0131 555 4444 and listen to the recorded message for emergency contact numbers or refer to your Check-in Guidelines. If it can wait please report it using FixFlo and we will pick it up when we are open.

For A Gas Leak: click here 

If your CO alarm is going off: click here 

Locked Out?

We're afraid that, although understandably difficult when it happens, being locked out of your property due to lost keys (or left elsewhere) is not classed as an emergency. If you find yourself locked out, outside of office hours, phone a local locksmith to get back in. Unless there is a problem with the door or lock (if the lock is faulty for example) you will be liable to cover the cost of the locksmith plus any remedial work if any damage is caused to the door. We can, of course, lend you a management set of keys at the office when we are open.

Safety Reminder

Fire safety: As per your tenancy agreement, please do not use candles and always remember to switch off all Christmas lights when you are out of the property. Please also remember to regularly check that your smoke alarm is in working order.

Avoid Frozen Pipes: If you are going away over Christmas please drop us a brief email confirming when you are away and leave the heating on low to maintain a constant temperature. Please also remind yourself of the location of the stopcock so you can be prepared in an emergency.

Rent Payments:  We would like to remind you that rent is due on the 1st of each month via standing order (with the exception of a few tenants by prior arrangement). If you are unsure of your rent due date please get in touch or check your tenancy agreement. If you have yet to set up a standing order, please ensure this is done in time for the 1st of the month for all future rent payments.

We understand this year has continued to be financially challenging for many people due to the pandemic. If you have found yourself struggling there are various sources of support available for tenants in the Private Rented Sector, please see links below to each of these:

Citizens Advice

Universal Credit

Edinburgh Gov - Tenant Grant Fund

Edinburgh Gov - Discretionary Housing Payments

My Gov Scot- Scottish Welfare Fun

If you have any concerns regarding your rent payments then please do not hesitate to email tenant@clangordon.co.uk or give us a call to discuss further. We can help more easily if you contact us as early as possible.

Receiving Old Post?

If you are receiving post addressed to former occupants of your property, please cross through the address and simply mark on the envelope “Not at this address, return to sender” before posting back into the mailbox. You do not need to add postage stamps. Please note that Clan Gordon is unable to redirect any mail received.

Your Award-Winning Service

As a company, we have worked hard to try and support all our tenants throughout the year and as restrictions were lifted, reducing the maintenance backlog became a priority. We are pleased to say the backlog of work is back under control.

We understand how difficult the past year or so has been and we have aimed to prioritise delivering the very best service to tenants throughout, despite Covid-19. As such, we’ve continued to invest in our team to maintain our high standards and we are delighted to say our efforts were rewarded in November when Clan Gordon was recognised as the Best Letting Agent in both Edinburgh and Scotland in the allAgents awards. This followed on from Clan Gordon being awarded the prestigious EA Masters Gold Standard award the previous week, in recognition of the high quality of service delivered to our tenants and landlords.

We are very grateful to every tenant who has taken time to leave a review of our service over the last year, this is very much appreciated and plays an important role in helping to guide our service going forward. If you would like to leave a review, you can do so here.

Your Chance To Win £100 Of Amazon Vouchers

Our annual tenant's survey is now live. Clan Gordon always strives to provide the best possible rental experience for you and this short survey will help guide our team to understand how we are performing and identify opportunities to further develop our services for your benefit. We are grateful for your feedback! All fully completed surveys will go into a draw and the lucky winner will receive £100 of Amazon vouchers - so be sure to fill in your name to be in with a chance of winning.

Complete the Tenants Survey

Christmas opening hours:

20th - 23rd December - Open as usual

24th December - Office will close at 12.30 pm

27th- 28th December – Office Closed (Bank holiday)

29th-30th December – Office open as usual

31st December – Office will close at 12.30 pm

3rd- 4th January – Office closed (Bank holidays)

5th January onwards – Office open as usual

All the best for 2022

We would like to wish you a safe and peaceful time and all our best wishes for 2022.

Best wishes from Jonathan, Andrew and all the Clan Gordon team.