Lettings compliance and consumer protection

Letting agency is a regulated activity. This page sets out our approach and is honest about what is confirmed and what is still being finalised.

Last reviewed: 12 August 2026

• Redress scheme

  In place

  Estate and letting agents must belong to a government-approved redress scheme so customers have an independent route of complaint.

  The Property Ombudsman (sales). Lettings scheme details to be confirmed before launch.

• Client money protection

  To be confirmed

  Where an agent holds client money, membership of an approved client money protection scheme is required.

• Tenancy deposit arrangements

  To be confirmed

  Deposits taken in connection with an assured tenancy in England must be protected in a government-approved scheme.

• Privacy and UK GDPR

  In place

  We collect only the information needed to provide the service, keep it for no longer than necessary and never publish applicant information.

• Complaints procedure

  In place

  A written complaints procedure with defined response times, escalating to the relevant redress scheme if a complaint is not resolved.

• Landlord and tenant fee information

  In place

  Landlord fees are published on our lettings pricing page. Tenant payment wording is legally reviewed before publication and no prohibited fees are charged.

• Right to Rent process

  In place

  Structured identity and Right to Rent checks are carried out where applicable before a tenancy begins.

• Property safety processes

  In place

  Safety documentation and expiry dates are tracked in the LetReady pack and surfaced as reminders in the landlord dashboard.