City Sojourn Ltd - Terms of Business

Professional Standards

City Sojourn Ltd operates in line with UK housing legislation, HMO regulations and industry

best practice. All staff follow internal compliance procedures covering safety, documentation,

tenant onboarding and property management.

Tenancy & Occupancy

All tenants must pass standard checks (ID, affordability, references, Right to Rent).
Tenancy agreements clearly outline rent, deposit, notice periods and house rules.
Deposits are protected in a government‑approved scheme where applicable.
Tenants must maintain the property in a reasonable condition and report repairs promptly.

Shared Accommodation

Communal areas are cleaned regularly as part of our management service.
Tenants must respect shared spaces and follow house rules.
Anti‑social behaviour, illegal activity or breach of contract may result in tenancy action.

Repairs & Maintenance

We aim to respond to repair requests promptly, prioritising urgent issues.
Tenants must allow reasonable access for inspections, repairs and compliance checks.
Landlords and investors are kept informed of major works, costs and timelines.

Fees & Payments

Rent must be paid on time and in full as per the tenancy agreement.
Investors receive transparent statements and breakdowns of income and expenditure.
All fees comply with the Tenant Fees Act and are disclosed in advance.

Data Protection & Privacy

We handle all personal data in accordance with GDPR and use information only for legitimate

business purposes such as tenancy management, compliance and communication.

Direct Bookings & Long Stays

Direct booking deals (minimum 28 days) may be available for selected properties.
For enquiries, email hello@citysojourn.com.
All direct bookings are subject to verification, availability and standard terms.

Investor Relations

Investors receive transparent communication and regular updates.
All opportunities are presented with clear risk disclosures.
City Sojourn Ltd does not provide financial advice; independent guidance is recommended.

Compliance & Redress

As a member of the Property Redress Scheme (PRS), we are committed to fair, transparent and

accountable service delivery across all areas of our business.

How to Make a Complaint

If you wish to make a complaint, please submit it in writing, including as much detail as possible.

We will respond in line with the timeframes below.

1. Acknowledgement

We will acknowledge your complaint within three working days by email or letter and provide a copy of this procedure.

2. Investigation

Your complaint will be reviewed by the Office Manager or a senior member of staff.
We will examine your file, speak to the relevant team members and gather any supporting information.

You will receive a formal written response within 15 working days of our acknowledgement.

3. Review (If You Are Not Satisfied)

If you remain dissatisfied, you may request a further review.
A senior staff member not previously involved will reassess the matter.

We will provide our final written viewpoint within 15 working days of receiving your request.

Independent Redress – Property Redress Scheme (PRS)

If you are still unhappy with our final viewpoint, or if eight weeks have passed without resolution, you may refer your complaint to the Property Redress Scheme for an independent review.

Property Redress Scheme (PRS)
Website: www.theprs.co.uk
Email: info@theprs.co.uk
Phone: 0333 321 9418