Your home is important to us.
So are you.
A written commitment to every Oyster Properties tenant — covering communication, repairs, your rights, and how we handle concerns.
What This Charter Covers
Four areas of commitment to every tenant.
This charter sets out what you can expect from Oyster Properties throughout your tenancy. Our aim is to provide a professional, responsive and accountable service. If we fall short, we want to hear from you — the concern review process is explained below.
What You Can Expect from Us
Tap each area to see our specific commitments.
- We will acknowledge written enquiries and maintenance reports within 2 working days.
- We will provide a substantive update on open matters within 5 working days.
- We will maintain clear written records of all significant communications.
- Concerns raised under this charter will receive senior management visibility.
- We will log all maintenance reports and confirm receipt in writing.
- Emergency repairs — no heating, water leak, security failure — will be actioned the same working day where reasonably practicable.
- Routine repairs will be progressed within a reasonable timeframe. We will keep you updated if there is a delay.
- We will not carry out repairs without prior notice except in a genuine emergency.
- We will arrange periodic property visits where required. You will always receive at least 24 hours' written notice.
- We will record property condition at each visit and keep that record on file.
- Maintenance concerns identified during visits will be raised with the landlord and you will be notified of the outcome.
- We will treat tenants fairly and respectfully at all times.
- We will communicate professionally and investigate concerns objectively.
- We will not harass, pressure or threaten any tenant.
- We will respect tenants' legal rights and statutory protections.
- We will process tenancy-related requests within a reasonable timeframe and confirm important matters in writing.
- We will give you proper written notice of any rent increase in accordance with the Renters' Rights Act 2025.
- We will not serve any notice without legal basis and proper written documentation.
- We will handle deposits in accordance with applicable legislation.
- We will confirm receipt of your notice in writing within 2 working days.
- We will arrange a check-out inspection and provide you with a written report.
- Any deposit deductions will be evidenced in writing. We will not make deductions for fair wear and tear.
- Undisputed deposit returns will be processed within 10 working days of the tenancy end date.
Our Ask of You
To enable us to meet the commitments above, we ask that you:
Early communication allows problems to be resolved more quickly and effectively.
Director-Led Concern Review
If you are unhappy with any aspect of our service, you may raise a concern directly with senior management. All concerns raised under this charter are reviewed directly by Oyster Properties senior management.
How to raise a concern
Email senior management directly:
Please include your name, property address, a description of your concern, any supporting documents, and your preferred contact details.
Our commitment to resolution
Senior management will investigate fairly and provide a written response within 10 working days.
Nothing in this charter affects a tenant's statutory rights. Oyster Properties encourages tenants to raise concerns through this process first wherever reasonably possible.
Email senior management
Send your concern to [email protected] with your details and a description of the issue.
Senior management review
Your concern is reviewed directly by senior management — not handled by the staff member involved.
Investigation and response
We investigate the circumstances fairly and provide a clear written response within 10 working days.
Service improvement
All concerns are logged and reviewed to identify patterns and drive operational improvements.
Monitoring and Accountability
All concerns raised under this charter are logged and reviewed by senior management.