Rent Protection Terms

Effective: 1 May 2026 | Last Updated: April 2026 | Replaces all previous Rent Protection Policy versions

This is not an insurance document

The Rent Protection Guarantee and Rent on Time benefit are contractual service benefits provided by PropMedia Ltd (trading as lettingaproperty.com). They are not insurance products. They are not underwritten by an insurer. They are not regulated by the Financial Conduct Authority. PropMedia Ltd funds all benefit payments from its own resources.

1. Purpose

These terms set out when and how PropMedia Ltd will make benefit payments where a tenant is in genuine rent arrears. The benefit supports landlords during recovery and is not a credit facility.

Two distinct benefit types are described in these terms:

Rent Protection Guarantee: available on Rent Assured, Rent Assured Plus, Complete Care, and Complete Care Plus. Pays a monthly benefit up to the plan cap while arrears continue, subject to eligibility.
Rent on Time: a named benefit of Complete Care and Complete Care Plus only. Where the benefit conditions are met, we will make the first payment within 7 calendar days of the missed rent due date — before recovery from the tenant has been completed.

On all four protection plans, benefit payments are made one month behind: the first payment covers the first missed rent month, the next payment covers the second missed rent month, and so on. Each payment lands within the plan’s payment timing window of the relevant missed rent due date.

2. Plans, Triggers and Benefit Limits

The benefit structure on each plan is set out below.

2.1 Plan-by-plan summary

Rent Collect: Rent Protection is not included on this plan. None of the benefits described in these terms apply.
Rent Assured: Trigger after 2 consecutive missed rent due dates. First payment within 14 calendar days of the trigger date, covering the first missed rent. Monthly cap £1,000. Duration up to 3 months. Maximum benefit £3,000.
Rent Assured Plus: Trigger after 2 consecutive missed rent due dates. First payment within 14 calendar days of the trigger date, covering the first missed rent. Monthly cap £1,500. Duration up to 4 months. Maximum benefit £6,000.
Complete Care (Rent on Time): Trigger on any missed rent due date from the second month of the tenancy onwards. First payment within 7 calendar days of the missed rent due date, covering that missed rent. Monthly cap £2,000. Duration up to 6 months. Maximum benefit £12,000.
Complete Care Plus (Rent on Time): Trigger on any missed rent due date from the second month of the tenancy onwards. First payment within 7 calendar days of the missed rent due date, covering that missed rent. Monthly cap £2,500. Duration up to 9 months. Maximum benefit £22,500.

2.2 Vacant possession top-up and re-listing

In addition to the monthly benefit payments, the Rent Assured Plus and Complete Care Plus tiers include the following enhancements where the protection benefit has been triggered and the tenant subsequently vacates the property:

Vacant possession top-up: 25% of one month’s rent (subject to the plan’s monthly cap), paid as a one-time amount following confirmed vacant possession.
Re-listing waiver: the standard £199 setup fee for re-listing the property with us is waived following any vacant possession, including 8 weeks of advertising on Rightmove, Zoopla and PrimeLocation, and standard onboarding for the new tenancy.

3. How the Trigger Works

Because the first month’s rent is paid in advance before key handover, Rent Protection benefits naturally apply from the second rent due date onwards. There is no separate waiting period for new tenancies.

3.1 Rent Assured / Rent Assured Plus

The arrears trigger is met when the tenant has missed two consecutive rent due dates. For example, if rent is due on the 1st of each month and the tenant misses the 1 February and 1 March payments, the trigger is met on 1 March.

Following the trigger, the first benefit payment is made within 14 calendar days of the trigger date. This first payment covers the first missed rent (February in the example above).

Subsequent payments cover each later missed rent in turn, made within 14 calendar days of each subsequent missed rent due date, until the maximum benefit is reached, vacant possession is gained, or arrears are cleared.

3.2 Complete Care / Complete Care Plus (Rent on Time)

The arrears trigger is met when the tenant misses any rent due date from the second month of the tenancy onwards. For example, if the first rent due date after key handover is 1 February and the tenant doesn’t pay, the trigger is met on 1 February.

The first benefit payment is made within 7 calendar days of the missed rent due date and covers that missed rent payment. This is the named Rent on Time benefit.

Subsequent payments cover each later missed rent in turn, made within 7 calendar days of each subsequent missed rent due date, until the maximum benefit is reached, vacant possession is gained, or arrears are cleared.

3.3 Switch-ins

Tenancies that transfer to us from another managing agent (“switch-ins”) are excluded from Rent Protection benefits, including Rent on Time, for the first 30 calendar days following transfer. This applies regardless of when the underlying tenancy started. After the 30-day period, the benefit operates as set out above for the relevant plan.

4. Eligibility Conditions

All of the following must be met for any benefit payment to be made:

You are subscribed to an eligible plan (Rent Assured, Rent Assured Plus, Complete Care, or Complete Care Plus) and the Service Contract is active and in good standing.
The tenancy is a periodic tenancy as defined in the Letting Plan Terms.
The tenancy is not within the 30-day switch-in exclusion period (if applicable).
The applicable arrears trigger has been met as set out in Section 3.
The tenant was referenced through our approved provider before the tenancy commenced.
For switch-ins from another managing agent, referencing completed by the outgoing agent through a recognised provider within the 6 months preceding transfer will be accepted, provided full reference documentation is supplied and there have been no arrears in the preceding 6 months.
The tenancy deposit is protected through our platform with an approved scheme.
All rent has been collected through our platform. Rent paid directly to you by the tenant invalidates the benefit.
Valid safety certificates were in place at tenancy start: EPC, Gas Safety Certificate (where applicable), EICR, and — for Scottish tenancies — a Legionella risk assessment.
Where a selective licence is required, you can provide evidence of a valid licence on request.
The property is not a House in Multiple Occupation (HMO) as defined by the Housing Act 2004 and the Gov.uk HMO guidance (broadly, any property shared by three or more people forming more than one household). HMO properties are not eligible for Rent Protection.
You have not entered into any repayment plan, deferral, or informal arrangement with the tenant without our written consent.
You have authorised us to serve required legal notices and to instruct our legal partners on your behalf, and you have instructed and paid for the Legal Support Service at Stage 1 (Section 8 notice) and Stage 2 (possession claim) as set out in the Letting Plan Terms.
A signed Assignment of Debt has been provided before any payment is made.
A signed Landlord Declaration has been provided before each subsequent payment.

5. Process — How Benefit Payments Are Made

5.1 Rent Assured and Rent Assured Plus

After the first missed rent due date: we notify the landlord and tenant and establish the reason for non-payment.

After the second consecutive missed rent due date (trigger date):

We request a signed Assignment of Debt and Landlord Declaration.
On confirmation of eligibility, the first benefit payment is made within 14 calendar days of the trigger date, covering the first missed rent.
We instruct our in-house claims team to serve a Section 8 notice on your behalf (subject to landlord instruction and Legal Support Service Stage 1).
Subsequent payments cover each later missed rent in turn, within 14 calendar days of each subsequent missed rent due date, until the benefit cap is reached, vacant possession is gained, or arrears are cleared.

5.2 Complete Care and Complete Care Plus (Rent on Time)

After the first missed rent due date (from the second month of the tenancy onwards):

We request a signed Assignment of Debt and Landlord Declaration.
On confirmation of eligibility, the first Rent on Time payment is made within 7 calendar days of the missed rent due date, covering that missed rent.
We instruct our in-house claims team to serve a Section 8 notice on your behalf (subject to landlord instruction and Legal Support Service Stage 1).
Subsequent Rent on Time payments cover each later missed rent in turn, within 7 calendar days of each subsequent missed rent due date, until the benefit cap is reached, vacant possession is gained, or arrears are cleared.

5.3 Vacant possession top-up

On Rent Assured Plus and Complete Care Plus, where the protection benefit has been triggered and the tenant subsequently vacates the property (whether by voluntary surrender, abandonment, or eviction), we will pay an additional one-time amount equal to 25% of one month’s contractual rent, subject to the plan’s monthly cap. This is paid on confirmation of vacant possession through key return, written confirmation, or property inspection.

5.4 Re-listing waiver

On Rent Assured Plus and Complete Care Plus, where the protection benefit has been triggered and the tenant subsequently vacates, the standard £199 setup fee for re-listing the property with us is waived. This includes 8 weeks of advertising on Rightmove, Zoopla and PrimeLocation, and standard onboarding for the new tenancy.

5.5 Benefit payments — general

Payments are made up to the monthly cap. Where actual rent is below the cap, payments are made at the actual rent amount. Where actual rent exceeds the cap, payments are made at the cap and the landlord absorbs the gap. Payments take into account any housing benefit or Universal Credit received. You must not financially profit from the benefit. Where rent is subsequently recovered from the tenant, we may offset recovered amounts against payments already made.

5.6 Assignment of Debt

By signing the Assignment of Debt, you transfer to us the right to pursue recovery of unpaid rent. You must cooperate fully with proceedings, including providing documents and attending hearings where requested. We retain recovered amounts up to the total paid out and return any surplus to you.

6. Exclusions

No benefit payment will be made in the following circumstances:

The applicable arrears trigger has not been met (2 consecutive missed rent due dates for Rent Assured / Rent Assured Plus; 1 missed rent due date from the second month onwards for Complete Care / Complete Care Plus).
The tenancy is within the 30-day switch-in exclusion period (if applicable).
The tenant has vacated or surrendered possession.
To your knowledge, a tenant named on the tenancy agreement has died prior to or during the claim period, in which case payments are paused while the position is established.
There are occupiers in the property not named on the tenancy agreement.
The tenant is withholding rent due to disrepair or has raised a complaint about property condition.
You have entered into any informal arrangement with the tenant without our written consent.
The tenant is subject to a Breathing Space debt moratorium. Payments are paused for the duration of the moratorium.
The tenant is involved in legal proceedings relating to disrepair, landlord obligations, or statutory breaches.
You have refused to authorise service of required legal notices.
The property is a House in Multiple Occupation (HMO).
Three or more consecutive months of late payment have created a pattern of reliance on advance payments. This benefit is not a credit facility, and where this pattern emerges, we may amend the tenant’s rent payment due date to better align with their financial circumstances. See Letting Plan Terms, Section 3.10.

7. Withdrawal of Benefit

We may withdraw the benefit immediately if:

You negotiate directly with the tenant outside our formal process.
You refuse to proceed with possession proceedings once authorised.
An unresolved counterclaim or tenant defence arises.
You breach any condition of these terms or the Letting Plan Terms.
You fail to provide a signed Assignment of Debt or Landlord Declaration when requested.
Three or more consecutive months of late payment create a pattern of reliance.

8. Costs, Deductions and Recovery

The £120 inc VAT end-of-tenancy fee applies to all plans on account closure, except where you are re-listing the property with us.
Outstanding plan fees may be deducted from benefit payments or the tenancy deposit.
Where no professional inventory is provided at check-out, the full deposit may be applied to arrears.
Overpayments will be recovered from the landlord.
We may pursue the tenant for recovery and will return any surplus above the total paid out.
At the end of the tenancy, any deposit held for the property will be applied to outstanding rent arrears and damages in accordance with the relevant deposit protection scheme’s rules. Where the deposit is applied to arrears, this is treated as recovery against amounts already paid under the benefit.

9. Worked Examples

The following examples illustrate how the benefit operates at each tier. Specific dates are illustrative.

9.1 Rent Assured — £1,500 monthly rent (cap £1,000/month, 3 months)

Tenancy starts 1 January. Tenant misses rent on 1 February and 1 March. Trigger met on 1 March.

Within 14 calendar days of 1 March: first benefit payment of £1,000 (covering February’s missed rent, capped).
Within 14 calendar days of 1 April: £1,000 (covering March’s missed rent).
Within 14 calendar days of 1 May: £1,000 (covering April’s missed rent). Cap of £3,000 reached.
Total benefit value: £3,000.

9.2 Rent Assured Plus — £1,500 monthly rent (cap £1,500/month, 4 months)

Same scenario as above, but on Rent Assured Plus.

Four monthly payments of £1,500 (covering February through May missed rents).
Vacant possession top-up of £375, plus £199 re-listing waiver.
Total benefit value: £6,574.

9.3 Complete Care (Rent on Time) — £1,500 monthly rent (cap £2,000/month, 6 months)

Tenancy starts 1 January. Tenant misses rent on 1 February.

Within 7 calendar days of 1 February: first Rent on Time payment of £1,500 (covering February’s missed rent).
Within 7 calendar days of 1 March: £1,500. And so on monthly.
Six monthly payments of £1,500 covering February through July missed rents. Cap of £12,000 not reached because actual rent is below the monthly cap.
Total benefit: 6 × £1,500 = £9,000.
Total benefit value: £9,000.

9.4 Complete Care Plus (Rent on Time) — £2,500 monthly rent (cap £2,500/month, 9 months)

Same scenario but on Complete Care Plus with £2,500 rent.

Nine monthly payments of £2,500 (covering February through October missed rents). Cap of £22,500 reached after 9 months.
Vacant possession top-up of £625 (25% × £2,500), plus £199 re-listing waiver.
Total benefit value: £23,324.

10. Amendments

These terms may be amended. We will provide at least 30 days’ notice of any material change to benefit limits or conditions, except where a shorter period is required by law or by urgent necessity. Continued subscription after the effective date constitutes acceptance.

11. Contact

To request a benefit payment: accounts@lettingaproperty.com or 01564 492 964.

For general plan enquiries: support@lettingaproperty.com.