Understanding how we work together

These web-page summaries do not replace the signed agency agreement. Before instruction, the agreement should identify the parties, service scope, agency type, term, VAT-inclusive price, payment trigger, termination process and any continuing fee liability. By instructing Rentals & Sales to market a property, you confirm that you have authority to do so and that information supplied is accurate.

Sole, joint-sole and multi-agency instructions create different rights, responsibilities and fee risks. Do not rely on a label alone: read the exact circumstances in which a fee becomes payable, including any period after termination and any risk of paying more than one agent.

Our currently advertised landlord services and VAT-inclusive prices are on the landlord fees page. A property-specific proposal and signed agreement will confirm the exact price, scope, exclusions and payment trigger.

• Let only: the agreement states the one-off fee, included work and event that makes the fee payable.
• Rent collection or management: the agreement states the percentage or other charge, services included, authority limits and exclusions.
• Optional protection products: none is included merely because management is selected. If one is available, the provider, separate price, eligibility, exclusions and policy terms will be disclosed before purchase.
• Third-party work: any separately charged inventory, safety, maintenance or other supplier cost must be disclosed and authorised in line with the agreement.

Prices presented to consumers must include VAT. Ask us to explain any variable charge, referral arrangement or possible additional cost before signing.

We do not charge tenants for viewings, tenancy agreements, referencing or inventories. Under the Tenant Fees Act 2019, only permitted payments may be required: rent; a refundable tenancy deposit; a refundable holding deposit; and, where lawful and applicable, payments for a tenant-requested variation or assignment, early termination, a late-rent default or a lost key or security device.

Statutory caps, conditions and refund rules apply. Check the current government Tenant Fees Act guidance and the written terms relevant to your tenancy before paying.

The signed sales agency agreement will state the VAT-inclusive commission or fixed fee, the event that makes it payable, the agency period, termination rights and any continuing liability after the instruction ends.

Do not assume every agreement is “no sale, no fee” or that exchange, completion, withdrawal and later sales are treated identically. Read the property-specific agreement and ask us to explain any circumstance in which more than one agent could claim a fee.

The government's estate-agent guidance for sellers provides an independent checklist for comparing contracts and charges.

We prepare property particulars using information obtained from the owner, occupier, documents, relevant sources and inspection. The Digital Markets, Competition and Consumers Act 2024 prohibits unfair commercial practices, including misleading actions and omissions. Sellers and landlords must tell us promptly about information relevant to a buyer's or tenant's transactional decision and correct inaccuracies. We must take reasonable steps appropriate to our role rather than treating supplied information as automatically verified. See the government consumer-law principles for lettings professionals.

Under the Money Laundering, Terrorist Financing and Transfer of Funds Regulations 2017, we are required to verify the identity of all parties to a property transaction before we can proceed. We may request photographic ID, proof of address, proof of funds and source-of-wealth documentation. We reserve the right to decline or cease acting if satisfactory evidence is not provided.

Where a service involves us holding client money, the applicable protection arrangements and current scheme details will be provided in writing before instruction and before protected funds are accepted. Please contact us if you need the current details or supporting evidence.

If you instruct us at a distance (e.g. by phone, email or online), you may have a 14-day cooling-off period under the Consumer Contracts Regulations 2013 during which you can cancel without charge. If you ask us to begin marketing before the cooling-off period ends, you may be liable for reasonable costs incurred up to the point of cancellation. After the cooling-off period, notice periods for cancellation are set out in your agency agreement.

We operate a formal internal complaints procedure. If you are dissatisfied with our service, please follow our complaints procedure. If your complaint is not resolved to your satisfaction, you may refer it to the Property Redress Scheme (PRS) at www.theprs.co.uk.

We process personal data in accordance with UK GDPR. Full details are set out in our privacy policy. You can also raise data-protection concerns with the Information Commissioner's Office.