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      Letting plan terms

      These Letting Plan Terms apply to all landlords subscribing to a Rent Collect, Rent Assured, or Complete Care plan with lettingaproperty.com on or after April 23, 2025.

      Last Updated: 23 April 2025

      Landlords with existing agreements will continue under their current terms until renewal, at which point these new terms will apply. These terms form part of your wider agreement with us, alongside the Terms of Use and Privacy Policy. Please read them carefully before subscribing.

      Definitions

      In these Terms, the following definitions apply:

      • "We", "us", "our" refers to lettingaproperty.com Limited, a company registered in England and Wales (Company Number 06430004).
      • "You", "your" refers to the landlord subscribing to our services.
      • "Tenant" refers to any individual or entity renting or seeking to rent your property.
      • "Property" refers to the residential premises owned by you and managed under our services.
      • "Plan" refers to the specific service package you have subscribed to (Rent Collect, Rent Assured, or Complete Care).
      • "Platform" refers to our website, mobile applications, and digital tools provided as part of our services.
      • "Tenancy" refers to the legal agreement between you and your tenant.
      • "Deposit" refers to the security deposit paid by the tenant and protected in accordance with legal requirements.
      • "Setup Fee" refers to the initial, one-off payment required to establish your account and begin service delivery.
      • "Section 8" and "Section 21" refer to notices served under the Housing Act 1988 (as amended) to regain possession of a property.
      • "LetsProtect" refers to our legal expenses cover package included in all plans.
      • "Property Coordinator" refers to your assigned point of contact for maintenance and property-related matters in the Complete Care plan.
      • "Force Majeure" refers to events outside our reasonable control, including but not limited to natural disasters, pandemics, government actions, or technical failures.

      1. Overview

      We offer three active letting plans: Rent Collect, Rent Assured, and Complete Care. Each plan provides a different level of service, ranging from essential rent collection to property maintenance coordination.

      All plans include our LetsProtect legal cover. Rent protection and property maintenance services are available only in the higher-tier plans — Rent Assured and Complete Care.

      2. General Terms (All Plans)

      These core terms apply to all Letting Plans:

      • Setup Fee: A one-off, non-refundable setup fee is charged when joining any plan. This covers your 8 weeks property advertising, platform onboarding, and account setup.
      • Minimum Term: Each plan runs for a minimum commitment of 12 months.
      • Payment Options:
        • Monthly: Subscription fees are deducted from monthly rent payments.
        • Annual: The full annual fee is deducted from the first or second rent payment. An annual discount applies.
      • Right to Cancel: You may cancel within 14 days of subscribing, unless we’ve started delivering the service (e.g. property advertised or tenant referencing started).
      • Upgrades & Downgrades: You can upgrade at any time. Downgrades are subject to approval and are only available once a tenancy has started.
      • Additional Charges: Services outside your plan — such as extra inspections, urgent repairs or court representation — will be charged separately.
      • Force Majeure: We are not liable for any service delays due to circumstances outside our control (e.g. government action, severe weather, or technical failures).
      • Housing Benefit: If your tenant receives housing benefit or Universal Credit, we may amend the tenancy agreement to align rent due dates with benefit payment cycles. You must inform us of any change in your tenant’s employment or benefit status. Collaboration with benefit agencies is only possible with the tenant’s written permission.

      3. Rent Collect Plan

      This entry-level plan is ideal for landlords who want help with letting tasks and rent collection but prefer to manage tenant relationships and property maintenance themselves.

      Included Services:

      • Property advertised on major UK portals
      • Comprehensive tenant referencing (credit checks, income/employment verification, landlord references)
      • Use of our Digital Contract Maker for tenancy agreements
      • Deposit collection and registration with TDS or Safe Deposits Scotland
      • Monthly rent collection
      • Tenant messaging via platform
      • LetsProtect legal expenses cover

      Exclusions:

      • No rent guarantee
      • No property maintenance coordination

      4. Rent Assured Plan

      This plan offers the same features as Rent Collect but adds limited rent protection and enhanced legal support.

      Additional Features:

      • Rent protection up to £1,000 per month, capped at £3,000 or 3 months.

      • For example:

        If your rent is £800 per month, we will cover you for up to 3 months at £800 per month, totalling £2,400.

        If your rent is £1,200 per month, we will cover you for up to 3 months, but the maximum monthly coverage is £1,000, totalling £3,000.

      Exclusions:

      • Property maintenance coordination is not included
      • Rent protection conditions apply (see Section 7)

      5. Complete Care Plan

      This is our most comprehensive plan for landlords seeking extensive property maintenance coordination. It includes all features of Rent Assured and adds comprehensive maintenance coordination and a dedicated property manager.

      Additional Features:

      • Rent protection up to £1,000 per month, capped at £6,000 or 6 months.

      • For example:

        If your rent is £800 per month, we will cover you for up to 6 months at £800 per month, totalling £4,800.

        If your rent is £1,200 per month, we will cover you for up to 6 months, but the maximum monthly coverage is £1,000, totalling £6,000.

      • Full maintenance coordination including repairs and annual compliance checks
      • A dedicated property coordinator assigned to your account

      6. LetsProtect Legal Cover (All Plans)

      Included in all plans, LetsProtect provides legal expenses cover up to £50,000 for a wide range of landlord-related disputes. It covers possession claims, arrears recovery, damage disputes, and more. You must meet eligibility criteria, and all claims must go through our appointed legal partner.

      Cover Includes:

      • Possession and eviction proceedings
      • Recovery of unpaid rent
      • Property damage and nuisance issues
      • Tenant disputes with contractors
      • Defence in criminal allegations related to letting
      • HMRC tax investigations
      • Accommodation and storage costs during possession claims
      • Witness expenses

      7. Rent Protection (Rent Assured & Complete Care Only)

      This benefit provides financial protection if your tenant falls into rent arrears.

      Eligibility:

      • Rent protection is available subject to passed references
      • Tenancy must be a fixed term of at least 12 months
      • Rent must not be paid directly by the tenant to you
      • All safety certificates (EPC, Gas, EICR) must be in place
      • Section 8 notice must be served via our legal partners

      Cover Limits:

      • Rent Assured: Up to £1,000/month, capped at £3,000 total amount claimed
      • Complete Care: Up to £1,000/month, capped at £6,000 total amount claimed

      How it Works:

      • Claims start when the tenant is 1 month in arrears
      • Section 8 notice is issued
      • Monthly rent amounts are paid to you up to the cap or until resolution
      • Any rent later received or recovered may be offset

      8. Property Maintenance Coordination (Complete Care Only)

      We coordinate day-to-day maintenance and compliance tasks to reduce your admin burden.

      Services Include:

      • Annual scheduling of Gas and Electrical certificates (you cover the cost)
      • Emergency repair coordination during office hours
      • Authorised repairs up to £200 (UK) or £300 (overseas) without landlord approval
      • Use of preferred contractors if requested in writing
      • We charge a commission to contractors for jobs arranged
      • Optional mid-term inspections and inventories (extra charge)

      Limits & Conditions:

      • We are not liable for hidden defects or inaccessible areas
      • Additional compliance admin may incur fees
      • Three months’ notice is required to end maintenance coordination
      • A £300 account closure fee applies when cancelling property maintenance coordination

      9. Arrears & Evictions (Rent Assured & Complete Care)

      If your tenant falls into arrears, we will begin recovery steps in accordance with local housing legislation.

      Process:

      • Our legal team will contact the tenant to determine the issue
      • If unresolved, we’ll begin formal legal action
      • You may need to liaise with our legal team directly
      • Legal documents (EPC, EICR etc.) must be valid for notices to be served

      Notice Charges:

      • Section 21: £79, served within 3 working days after payment
      • Section 8: Fees apply based on grounds for eviction
      • Additional enforcement may include credit control and guarantor action

      10. Authority to Act (All Plans)

      By subscribing to these plans, you authorise lettingaproperty.com to instruct our legal partners, Stephensons Solicitors, to act on your behalf in issuing notices and taking legal action for rent recovery or possession.

      11. Termination & Ending a Plan

      Plans run for 12 months. To cancel, provide 2 months’ written notice. If cancelled during the minimum term, remaining fees are payable.

      Termination Fees:

      • All Plans: Remaining months’ fees + £120 exit fee

      Paid fees are non-refundable. Services will not end automatically when a tenancy ends.

      12. Change of Ownership or Transfer

      If the property is sold or transferred:

      • Notify us immediately
      • You remain liable for fees unless the new owner accepts our terms
      • To transfer an existing tenancy, you must provide: rent history, ID, inventory, deposit certification, referencing, and right-to-rent documents
      • A new tenancy agreement may be required
      • A £199 setup fee will apply to complete the transfer

      13. Disputes (All Plans)

      • Contact our support team to resolve issues informally first
      • If unresolved, disputes will be handled under our Terms of Business
      • We are not responsible for disputes about property maintenance between you and the tenant
      • Outstanding fees or unresolved claims may result in withheld payments
      • These terms are governed by English law

      14. Data Retention Policy

      We maintain comprehensive records of your account activity and communications to ensure compliance with industry regulations and to provide ongoing service.

      • We retain landlord account data for 7 years after service termination to comply with financial regulations
      • Tenancy-related documents are archived for 6 years following the end of each tenancy
      • You may request access to your data at any time, subject to verification
      • Data deletion requests will be honoured where legally permissible
      • We practise data minimisation, collecting only information necessary to provide our services

      15. Digital Communication Consent

      By subscribing to our services, you agree to our communication protocols:

      • You consent to receive communications electronically via email and platform notifications
      • Urgent matters will be communicated via both email and SMS
      • Routine updates will be available through your account dashboard
      • You are responsible for maintaining current contact information
      • Legal notices may still be sent via postal mail when required by law

      16. Service Level Agreements (SLAs)

      We commit to the following response times based on your selected plan:

      • Complete Care: Emergency maintenance issues will receive an initial response within 2 hours during business hours (9am-5pm Monday-Friday). We do not currently operate an out-of-hours service.
      • All Plans: Routine enquiries will be addressed within 2 business days
      • Issues requiring escalation will be acknowledged within 2 business day and resolved within 7 business days
      • Our target for rent processing is within 3 business days of receipt from tenant
      • We do not guarantee third-party response times (e.g., contractors, referencing agencies)

      17. Fee Updates and Changes

      Our fee structure is subject to periodic review:

      • We review our fee structure annually
      • We do not change plan fees during a fixed term
      • Any fee changes will be communicated with at least 30 days' notice
      • If you choose not to accept revised fees, you may terminate your plan according to our standard termination terms
      • Regulatory changes may necessitate additional or revised fees with shorter notice periods

      18. Complaints Procedure

      If you're dissatisfied with our service, we offer a structured complaints process:

      • Raise a Concern: Contact concerns@lettingaproperty.com. We aim to acknowledge within 1 working day.
      • Formal Complaint: Email complaints@lettingaproperty.com. You will receive:
        • Acknowledgement within 5 business days
        • A full written response within 15 business days
        • A final decision after senior review, if requested, within another 15 business days
      • If You're Not Satisfied: You can escalate your complaint to:

        The Property Ombudsman
        Milford House, 43–45 Milford Street
        Salisbury, SP1 2BP
        Tel: 01722 333 306

      • Dispute Resolution: If any dispute cannot be resolved through our complaints procedure, both parties agree to first attempt to resolve the dispute through mediation before resorting to litigation. The mediation shall be confidential and conducted in accordance with the Centre for Effective Dispute Resolution (CEDR) Model Mediation Procedure.

      19. Regulatory Compliance

      Our services are designed to help landlords comply with UK housing legislation:

      • We operate in accordance with the Tenant Fees Act 2019, Housing Act 2004, and applicable Renters (Reform) Bill provisions
      • We regularly update our processes to reflect legislative changes
      • While we provide tools for compliance, landlords remain ultimately responsible for ensuring their properties meet legal requirements
      • Non-compliance with regulatory requirements may impact our ability to provide certain services
      • We may require additional documentation to ensure compliance with changing regulations

      20. Third-Party Integration

      We partner with several third-party service providers to deliver our comprehensive services:

      • We work with industry-leading providers for tenant referencing, deposit protection, and legal services
      • Your data will only be shared with these partners as necessary to deliver our contracted services
      • While we carefully select these partners, we cannot assume liability for errors or failures in their services
      • Third-party terms may apply in addition to our own terms
      • We will notify you of any significant changes to our third-party relationships that impact service delivery

      21. International Landlord Provisions

      Additional terms apply for landlords residing outside the UK:

      • International landlords must provide current Non-Resident Landlord (NRL) scheme approval from HMRC to receive rental income without tax deduction
      • Without valid NRL approval, we are legally required to withhold basic rate tax (currently 20%) from rental payments
      • Rent will be collected and paid in GBP; any currency conversion costs or bank charges will be the landlord's responsibility
      • International payment processing may take 2-3 additional business days
      • Documentation requiring physical signatures may need additional time for international delivery

      22. Document Authentication

      We utilise secure digital processes for document handling:

      • We use secure digital signature technology that complies with eIDAS regulations
      • All documents are stored with bank-level encryption and accessible only through your secure account
      • Certain documents, such as Section 21 notices, may still require physical signatures; we will advise when this is necessary
      • You are responsible for the security of your account credentials
      • We maintain an audit trail of all document activities for verification purposes

      23. Service Suspension

      We reserve the right to suspend services under certain circumstances:

      • Services may be suspended if fees remain unpaid for 30 days
      • Suspension may occur if unlawful activity is suspected or if continuing to provide services would violate regulations
      • You will be notified of suspension via email and registered post
      • During suspension, we will maintain essential tenant communications but will not process rent or maintenance requests
      • Services can be reinstated upon resolution of the triggering issue and payment of a £75 reinstatement fee

      24. Property Portfolio Management

      Special terms apply for landlords with multiple properties:

      • Landlords with 3+ properties may receive a discount on monthly management fees
      • Portfolio landlords with 5+ properties are assigned a dedicated account manager
      • Simplified onboarding for additional properties with discounted setup fees per property after your first
      • Portfolio-wide compliance monitoring is available for Complete Care customers

      25. Emergency Protocols

      During extraordinary circumstances, service modifications may be necessary:

      • During declared emergencies (e.g., pandemics, natural disasters), we may modify services to comply with government guidance
      • This may include virtual rather than physical property inspections, delayed maintenance for non-essential repairs, and extended response times
      • We will communicate all changes promptly via email and our platform
      • Fee adjustments may be implemented if service levels are significantly impacted
      • Normal service terms will resume with 14 days' notice once conditions permit

      26. Disclaimers & Indemnity

      • You must inform us of any known disputes before joining a plan
      • We are not liable for delayed or withheld rent caused by unresolved repairs or tenancy breaches
      • Rent protection may be void if you don’t meet obligations
      • You agree to indemnify us for any loss or legal costs caused by your actions or omissions

      For any questions about these terms, contact: support@lettingaproperty.com