Our Charter

ABOUT US

Over the past year we’ve made some changes at Young London to improve the ways we help our tenants and landlords, but we want to continue to do more.

Our Customer Charter is centred around the things that you have told us are important to you.  We don’t expect to be perfect (at least not immediately!), and we know that there is always room for improvement, but we will be open about our progress.  You can see how well our customers currently think we’re doing on our customer service feedback page which we update every month.

Customer Charter

Responding and Keeping You Updated
Telephone - During office hours, we aim to answer every phone call within three rings; unfortunately, during busy times, this can sometimes slip to between four and five rings, but we’re working on it.

Emails / Messages - We make sure that we reply to emails and messages during the same working day whenever possible, or at least by the following morning for emails/messages left outside of office hours.

CEO contacts - Within 24 hours of registering with Young London, you’ll be given our CEO, Neil Young’s, direct line and email address and encouraged to provide feedback on the service you’re receiving from the team.

Property Management Emergencies - Once you’ve moved in, our property management team is on hand 24 hours a day to deal with emergencies and you will have an out of hours contact number from the moment you move into a Young London property.

Non-Emergency Property Management - We will respond to any non-emergency maintenance issue within 24 hours of it being reported.  We will always keep you updated and try to provide a timescale of works within a further 24 hours.

Standards
Viewings – a Young London Consultant will accompany the applicant on every viewing.

Check in - Every new tenant is personally checked in to their new home, given a tour of the property/development’s essentials and provided with all the appliance manuals, helpful local information and important contact numbers by a member of the Young London property team.

Feedback - Within a week of letting or moving into a Young London property, you will be asked to provide feedback on all elements of the process.  This is invaluable in enabling us to improve the services we offer to our customers.

Transparency
Fees - Landlords and prospective tenants will always know the fees involved in renting or letting through Young London before entering into any contract with us.

Inventory - Every tenancy is supported by a newly prepared, full property inventory (with digital photography) to confirm the precise condition of the property at the time the tenancy commences.  These are produced in-house to ensure they meet our exacting standards.

Deposit return - At the end of a tenancy we return tenants’ deposits within 14 days of any deductions being agreed.

Our Staff / Company
Remuneration - Unusually for the property industry, our consultants are rewarded on the basis of the customer service levels that they attain.  They do not receive commission for letting properties.  We feel this ensures they remain objective and customer orientated.

Membership - Young Group/Young London actively promotes standards within the industry and is a member of the British Property Federation (BPF), the Property Ombudsman Service (TPOS), Office of Fair Trading (OFT) and the National Landlords Association (NALS), demonstrating our commitment to the private rental sector.

Accreditation - Many of Young London’s staff are members of professional organisations such as RICS, IRMP, ARLA and CIMA.  Two of Young London’s Directors are authorised by the FSA.

Training – Young London combines internal and external customer service and technical training courses. A number of members are currently studying the NFOPP (National Federation of Property Professionals) Technical Award qualification, ‘Residential Letting and Property Management’.

The Dispute Service - Young London is authorised by the TDS (The Dispute Service), one of three Government approved mechanisms, to safeguard tenants’ deposit monies.