If you decide to rent one of our residential properties you will be offered an assured shorthold tenancy, known as an AST. These are usually for a term of 12 months with a 6 month break clause - and can be renewed if both parties are happy. Once terms are agreed, the letting process and referencing will be carried out on our online portal.

Deposits are held by the Deposit Protection Service - a Government Approved Scheme, in accordance with their Terms & Conditions.

All occupants will be named on the tenancy agreement and are jointly and severally liable. This means that if you are sharing and one of you decides to leave, the tenancy is brought to a close. Remaining tenants may stay but are responsible for finding a replacement tenant and covering any rent shortfall. A new assured shorthold tenancy will be created.

Complaints Procedure

As a member of The Property Redress Scheme, Marston Properties and associated companies aim to provide the highest standards of service. Should we fall short we aim to ensure that you are able to complain and have your complaint taken seriously.

We therefore agree to abide by the Federations Code of Conduct and offer the following. If you believe you have a grievance, please write in the first instance to:-

The Managing Director, Marston Properties Limited 1 Mills Yard Hugon Road Fulham SW6 3AQ

It should be a dated, signed hard copy letter. It can also be sent by email but not just by email.

Your grievance will be acknowledged within seven working days of receipt of your written complaint, investigated thoroughly in accordance with established procedures and a reply sent to you within a further 21 working days. In exceptional circumstances, where technical or professional input is required we may take longer but we will send you a prompt reply indicating how long it will take to give you a final response

If you are dissatisfied with the result of our internal investigation and you are a residential tenant you can refer your complaint to an independent ombudsman.

We are members of the Property Redress Scheme

Their contact details are as follows:

Property Redress Scheme, Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH

Tel: 0333 321 9418

Email: [email protected]