User terms

These terms are for landlord and tenants users of's platform and services. They form part of our wider Terms of Business and should be read alongside our website and platform termsprivacy policy and applicable letting plan terms.

If there is anything you do not understand, please contact us for further explanation.

In registering your property with, you agree that you fully understand the service we provide in line with our Terms of Business. 

You agree to use our service as a landlord or tenant, not a letting or estate agent. Any letting or estate agents found to have registered with will be immediately removed from our service and database. No refund will be offered. 


All users have access to the platform and must follow the applicable terms. Read our full website and platform terms.

Property advertising

Landlord users can advertise their rental property on Find a Tenant advertising is also available, allowing users to advertise on our partner property portals. Read the full property advertising terms.


Landlords and tenants can arrange viewings through our platform, but are not responsible for conducting any viewings. Landlords are responsible for scheduling and conducting their own property viewings or nominating their own representative.

Our accompanied viewing service is available at an additional cost.


Landlord users can invite interested tenants to apply to rent their property. This application is carried out via the platform. If part of the Basic, Essential or Complete plan, applications include a holding deposit request of one week's rent. Read the full tenant application terms.

Tenant referencing

Landlord users can arrange tenant referencing via, either as a one-off purchase or as part of the Basic, Essential or Complete plans. Our reference checks are carried out by a third-party referencing partner. Read our full referencing terms.

Tenancy agreements

Landlord users can create a tenancy agreement via as part of the Basic, Essential or Complete plans. Read the full tenancy agreement terms.

Landlord responsibilities

Landlords are responsible for ensuring all necessary documents and legal requirements are arranged for their rental property. This includes, but is not limited to: 

Landlords must also ensure the following are adhered to: 

  • Getting consent to let from their mortgage lender
  • Arranging adequate insurance for all eventualities
  • Ensuring all furniture in the property is compliant with Furniture and Furnishings (Fire) (Safety) Regulations 1988
  • Declaring all tax due on rental income to HMRC, regardless of whether you are a UK resident or overseas
  • Transferring all utility bills transferred to the current tenant's name
  • Council tax payments are made by the current tenant
  • The tenant's deposit is registered with a government-approved tenancy deposit scheme

Third-party suppliers

We act as an introducer of third-party suppliers for all landlord services, inspections and certificates. This includes, but is not limited to: 

  • Gas safety inspections
  • Electrical inspections (EICR)
  • Energy inspections (EPCs)
  • Inventories, check-ins, check-outs and mid-term inspections
  • Property photography and virtual tours
  • Floor plans
  • Legionella risk assessments
  • Accompanied viewings

You acknowledge that are an introducer of the third-party supplier and cannot accept any responsibility for the works carried out by inspectors, assessors, clerks or any other relevant representative or tradesperson. 

Sometimes additional work will be required to get the property to a safe standard and pass certain inspections.

If upon safety inspection, additional work is required at the property, the landlord is solely responsible for permitting and covering the cost of this work. Third-party suppliers arranged via may be used to carry out the additional work, but the landlord is liable for any additional costs. accept no responsibility for permitting third-party suppliers to carry out additional works.

In line with current Gas Safety Regulations, all gas inspections will be carried out by GasSafe registered engineers. Identification and registration information can be supplied on visit at request.

To-let boards

We can supply to-let boards for landlords who are currently advertising their property and have an active subscription plan with

One of our Onboarding team should offer you the option of a to let board – if not, feel free to ask them.

Please be aware that some areas do not permit to-let boards and our to-let board service will not be available for properties in those areas.

Our to-let boards comply with local authority planning regulations. A designated person will install the board and remove it once let. Once installed, use of the to-let board is your responsibility.

Our to-let boards are provided and arranged by Kremer Signs. Read Kremer Sign's privacy policy.

Kremer Signs
B1-3 Argents Mere
Cyril Vokins Road
Hambridge Lane
RG14 5XB

Insurance is an FCA Introducer Appointed Representative. We refer any landlord insurance enquiries to Alan Boswell Insurance Brokers, who are authorised and regulated by the Financial Conduct Authority. If you request an insurance quote from us, your details will be shared by us to Alan Boswell Insurance Brokers only, and vice versa. Read Alan Boswell's privacy statement and terms of business.


Unless you have opted for a letting plan that includes deposit dispute resolution and the collection of rent, all other disputes that arise between landlords and tenants are their responsibility and shall be resolved by them. hold no responsibility for any disagreements or disputes that arise throughout the tenancy term. We are not obligated to communicate on behalf of either party regarding any dispute or proposal negotiations whatsoever. 


We are committed to satisfying all our users and customers. When something goes wrong, we need you to let us know. If you have a complaint, please contact us in writing and include as much detail as possible.

We aim to acknowledge customer complaints within 5 business days and provide a formal written outcome within 15 business days of our acknowledgement.

  • We will acknowledge receipt of your complaint within five business days and include a copy of this procedure
  • A manager will investigate your complaint with the strictest confidence, reviewing your file and speaking directly to the member of staff concerned (if applicable)
  • You will receive a formal written outcome of your complaint within 15 business days of our initial acknowledgement
  • If you are still not satisfied, please contact us again and we will arrange a separate review conducted by another senior member of staff or Director
  • You will receive a formal written outcome of your complaint within 15 business days of your review request confirming our final view on the matter

If you are still not satisfied, you can escalate your complaint to The Property Ombudsman. You must submit your complaint within 12 months of receiving our final viewpoint, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure before being submitted for an independent review.

The Property Ombudsman Ltd, Milford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2BP

Telephone: 01722 333 306

Their principles and considerations can be found here: Terms of Reference.

Nothing in this section affects your statutory rights.