Areas covered:   Edinburgh, Midlothian, East Lothian, West Lothian, Dundee, Fife, Glasgow, Falkirk | Contact us: 0131 581 5355

Information for tenants:

Report maintenance
Landlords Property Management Edinburgh Letting Agents

Hello Tenants...

Our landlords & tenants trust & recommend us

At Extra Mile Property Solutions, we know that it's important that we're here when you need us. We provide prompt responses to questions and issues and offer online maintenance trouble-shooting and reporting, with one of the team at the end of the phone 24/7/365 in the event of an emergency.

Rent with us for a friendly, professional service
– always.

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Hassle-free renting

Insured, accredited agent
with 24/7 support

Landlords Property Management Edinburgh Letting Agents
Property Management Edinburgh
Property Management Edinburgh Letting Agents

& fully accredited
letting agent

Property Management Edinburgh Letting Agents

renting with 24/7 emergency support


Very quick response time to all
matters and straight talking. From a tenant’s prospective
I would highly recommend dealing with this agency.

Martin Moore, Tenant

Edinburgh Letting Agents

Why Extra Mile Property Solutions?

Simple, quality service, guaranteed

Property Management Edinburgh Letting Agents People We shape our service to suit you

We don’t just work the standard 9 till 5 so that we can offer appointments at times that fit around your other commitments.

Property Management Edinburgh Letting Agents People Free reference

If you decide to move on and need a reference we will provide a response to your new agent or landlord’s referencing questions without charge.

Property Management Edinburgh Letting Agents People Member of Safe Deposits Scotland

All tenancy deposits are securely held and protected by Safe Deposits Scotland. At the end of the tenancy, you can review and feed back on any proposed deductions and an impartial adjudicator will ensure that any disputes about the return of the deposit are resolved quickly and fairly.

Property Management Edinburgh Letting Agents People No illegal tenant fees

No agent fees to view a property or enter into a tenancy agreement and no tenancy renewal fees.

Property Management Edinburgh Letting Agents People Scottish Association of Landlords member

Promoting best practice in property management.

Property Management Edinburgh

Extra Mile Property Solutions

New let overview (contactless)


Find a property, express your interest & arrange a ‘viewing’

When you enquire about a property that we are advertising, you will be asked to complete our expression of interest form.

Personal data provided to us at any point will be collected, processed and stored as set out in our privacy policy:
The expression of interest form tells us a bit about who would live at the property, who will sign the lease and their income so that we can provide an initial assessment of whether you will meet our suitability criteria. This is not a guarantee that you will meet that criteria and all applicants (and any guarantors) will have to undergo and pass our checks (ID, affordability, credit and reference) before any tenancy will be offered. If you do not meet the suitability criteria, we will advise you of this.

In the form you will also be asked about your viewing requirements:
If you are happy to proceed based on the photos and or video that you have seen, we can arrange a call to answer any questions that you may have on the property or the application process.
Alternatively, you may request a live virtual viewing with one of our team at the property to show you around and answer questions.
If you wish to have an in-person viewing, this can be arranged and all participants must follow our COVID-19 safety protocols, in line with official Coronavirus guidance, including Scottish Government guidance on moving home:

Per this guidance, we encourage prospective tenants only to request an in-person viewing where you are seriously considering renting the property (i.e. the viewing will be the deciding factor).

Any in-person viewings will be by appointment only and strictly limited to:
• those who we believe are serious about renting the property and who we think might pass our credit and reference checks.

• those who will be residing at the property and their guarantors (if applicable).

• one household. If those who will rent the property come from more than one household then each household would have to view separately.

We ask you to consider limiting attendees as far as possible, for example by nominating one person to view on behalf of all.

Ahead of and at the in-person viewing, you will be provided with details of how the viewing will be conducted including hygiene and distancing measures. You must not attend an in- person viewing under Scottish Government guidance you are required to self isolate or to quarantine.



If you would like to rent one of our properties you must complete our application process and pay rent in advance and tenancy deposit.
When you tell us that you wish to submit an application we will:

• Send you a blank copy of our Private Residential Tenancy Agreement and accompanying Scottish Government Easy Read Notes for the Model Private Residential Tenancy Agreement to allow you to review the terms and seek any advice that you may need.

• Ask you to confirm that the information in the expression of interest form is correct and up to date. If anything has changed you will need to complete a new form AND provide a note of any change(s) in your covering email. We will review the changes and advise whether will proceed with your application.

• Make payment of the tenancy deposit to our client account (all client monies are held in our client account, separate to business funds, and protected by our client money protection scheme). We will not process your application until payment is received. The rent in advance is paid once and if the application is complete and accepted. If the tenancy doesn’t proceed for any reason the payments made are refunded. No banking charges will be refunded. Refunds will be made within 10 working days of receiving bank account details.
The rent and deposit amounts will vary by property and will be clearly communicated when you advise that you wish to apply. The deposit will be no more than the equivalent of 2 months’ rent. During a tenancy, rent is payable monthly in advance by no later than the 1st of each month (e.g. July rent is due by 1 July). In most cases, if your tenancy will start after the 1st of the month and by the 24th of the month, you will be required to pay the first month’s rent pro rata before the start of the tenancy. If your tenancy will start after the 24th of the month (and before the 1st of the following month) you will be required to pay the first month’s rent pro rata plus the following month’s rent in full. In some cases, due to your income and our affordability criteria, you may be required to pay up to 6 months rent in advance – you will be informed if this is the case.

Once we have confirmation of no changes to your expression of interest form (or accepted your amended form) and deposit payment we will initiate our pre tenancy checks. All tenants and any guarantors must provide proof of identification and undergo and pass our affordability, credit and reference checks (and provide documentation to support this) before any tenancy will be offered.

No tenancy will be signed until the application process is complete and tenancy start date cannot be confirmed (only provisional) until this is done and until we have arranged any pre tenancy works. The timing of this will depend on various factors such as:

• You (any guarantors) and your referees supplying required information.

• Availability of contractors to carry out any essential works (which could be delayed if contractors are required to self-isolate)

• Staggered entry to the property to reduce the risk of spread of COVID-19.

• We will give you a best estimate on timing but this will be an estimate and subject to change. We will not be liable for any costs incurred for arrangements that you make based on a provisional tenancy start date.

If you wish to make any requests (e.g. for items to be added or removed from the property), these requests must be submitted in writing (even if you have asked verbally) before your application is progressed. Any agreed changes will be confirmed in writing. If you do not have written confirmation from us then the request is not agreed.


Tenancy documentation & check in appointment

Once the required checks and advance payments (rent and deposit) are complete we will confirm the tenancy start date, send the tenancy agreement for signing (this will be done electronically) and book a check in appointment.

The check in appointment is where we will allow you access and provide keys. Ahead of attending, you will be given details of how this appointment will be conducted, including social distancing and hygiene measures.

You will also be provided with electronic copies of current safety checks and EPC, our communications procedure and contact details (e.g. for maintenance, emergency, etc.) and our pre-tenancy inspection report. This report will note any maintenance or repairs that we have identified during our inspection and whether these will be completed before or after the tenancy start date.

Report maintenance Property Management Edinburgh Letting Agents


Maintenance & repairs


Report non-emergency (see below for details of what constitutes an emergency) maintenance and repair issues via our maintenance and issue reporting system. A link to the system is provided below. Provide as much information as possible relating to the issue/fault and photos, where appropriate. Also make sure that you include the property address, your name and contact telephone number.

A property manager will contact you to advise what will be done in relation to the issue and, where relevant, provide details of the assigned contractor and estimated timeframe for their visit.

Report maintenance


What is an emergency?

An emergency is any situation that could cause harm to you or others and/or could cause damage to the property or other properties if not dealt with immediately. In the event of an emergency relating to your rental property please contact your property manager or the relevant service (see details below) immediately. We are concerned first and foremost for your safely so please do not do anything that could put you or others at risk. Only if it is safe to do so, please take appropriate action to prevent or limit any damage to your property and/or that of the landlord and others.

Emergency situations include, but are not limited to

No heating or hot water if there is a vulnerable person in the property.
Gas or carbon monoxide leak.
Water leak.
Blocked toilet if there is no other toilet in the property. Toilet flush not working is not an emergency – a bucket of water can been poured down the toilet to act as a temporary flush.
Sewage coming up through the drains.
Broken lock, door or window if the property is not secure as a result.

The following situations do not constitute an emergency

No heating or hot water, unless there is a vulnerable person in the property.
Getting locked out, unless a vulnerable person is locked in, an appliance that could cause fire has been left on, or taps have been left on and may cause a bath/sink/similar to overflow.
Toilet flush not working – a bucket of water can been poured down the toilet to act as a temporary flush. A blocked toilet, where there is no other toilet in the property, is considered to be an emergency.
Appliance not working unless there is a leak of gas or fumes or an immediate risk to health and safety.
Shower not working.
Low water pressure.

Useful numbers

Emergency services: 999
Police local: 0845 600 5702 (non emergency)
Gas emergency: 0800 111999 (report a suspected gas or carbon monoxide leak; 24-hour line)
Water supply: 08457 420 420 (services provided by Scottish Water)
Water entering your home from a neighbouring property with no answer from property occupiers:
Dundee Council: 01382 436 260 (24-hour)
Edinburgh Council: 0131 311 3131 (24-hour)
Fife Council: 0845 600 5702 (24-hour)
Glasgow Council: 0141 287 2000 or 0845 270 1558 (24-hour)
West Lothian Council: (24-hour): 01506 280 000
We endeavour to keep these numbers up to date but in the event that they no longer work, please perform an internet search or call a directory enquiries service line for the new number.

Important notes for tenants

If the required repair is a result of tenant negligence or damage you will be required to pay for the full costs of repair.
If a tenant calls a contractor outside of normal working hours for a required repair, and it is not an emergency situation, the tenant will be charged any additional costs incurred for the emergency call out.

Gas and carbon monoxide

If you smell gas or think that you may have a gas leak or a carbon monoxide leak, call the National Grid Gas Emergency Service immediately on 0800 111 999 (24-hour emergency line). If using a mobile or cordless phone, leave the property before making the call.
Open windows and doors to let air in, make sure all gas appliances are turned off and turn the gas off at the mains, if possible. Evacuate the property until it has been confirmed as safe by the National Grid Emergency Service.

Do not turn lights on or off or use other electrical switches or appliances as this could trigger an explosion.
Do not smoke, light a match or any other naked flame.
Do not try to investigate or fix the problem.

You must also report this matter to Extra Mile Property Solutions by email – you do not need to call as the National Grid Emergency team will deal with the initial emergency but Extra Mile Property Solutions need to know that this happened and will deal with any required follow up.

Water leak

As soon as you become aware of a water leak:
1. If possible, identify the source of leak.

2. Try to stop the leak:

• If the leak is coming from your home, turn off the water at the mains, and any electrical switches or items nearby. Call your property manager on the mobile number provided at check in. Do not turn the water back on or use any electrical items that may have been affected by the leak until instructed to do so by your property manager or one of our qualified tradespeople.

• If the leak is coming from a neighbouring property, contact the occupier (knock on the door!) and inform them that water is ingressing from their property into your home and ask them to turn their water off at the mains and call a plumber. Report the event to Extra Mile Property Solutions by email.
If the property is vacant or your neighbour is not responding call the Council (see Useful numbers above) and inform them of the situation – the Council’s emergency environmental officers can visit to turn off the water to the property from where the leak is thought to be coming from. Report the event to Extra Mile Property Solutions by email.

• If the leak is coming from the exterior of the property or unknown source, go to step 3.

3. If there is a drip or stream of water, place a bucket/similar vessel beneath the drip/stream to limit any damage and/or spread. Remove any items from the path of the water and if possible and safe do so, clean up any water from the floor, furniture, etc.

4. Contact your property manager immediately on the mobile number provided at check in.

Water supply

If you experience issues with the supply of the water to the property, call Scottish Water on 0845 600 8855.

Electrical fault

Check fuses have not blown or circuit breakers are switched on. Do not attempt or undertake any repairs. If you have any problems with the supply of the electricity coming into the Property, call Scottish Power on 0845 27 27 999.

Please note that it is the tenant’s reasonability to replace light bulbs, batteries for smoke and carbon monoxide alarms and extractor fan filters.


In the event of a fire evacuate the property immediately, call the emergency services on 999 and ask for the Fire Brigade. Call your property manager on the mobile number provided at check in as soon as you are able to.

The content on this site is created and provided in good faith and is intended for general information and interest only.
While Extra Mile Property Solutions takes reasonable efforts to only include accurate information it makes no warranties or representations as to the accuracy or completeness of any information given on this site or that of third party sites for which links have been provided.
Extra Mile Property Solutions assumes no responsibility for any errors or omissions in the content of this site or any third party sites for which links have been provided. This includes, but is not limited to, property particulars.