Understanding how we work together

By instructing Rentals & Sales to market your property for sale or letting you confirm that you have the legal authority to do so. Instructions may be given on a sole agency, joint sole agency or multi-agency basis as specified in your signed agency agreement. The type of instruction affects the commission rate and your obligations during the marketing period.

Sole agency means you agree to use only Rentals & Sales during the instruction period. You will still be liable for our fee if a buyer or tenant introduced by us completes within the introduction period, even if the instruction has ended.

Multi-agency means you may instruct other agents simultaneously. The fee is payable only to the agent who introduces the successful buyer or tenant. Multi-agency fees are typically higher to reflect the shared marketing arrangement.

Our standard lettings services and indicative fees are set out below. The precise rates are confirmed in your agency agreement.

• Tenant find only: a one-off fee calculated as a percentage of the annual rent, payable upon the tenant moving in.
• Full management: a monthly percentage of collected rent covering tenant communication, maintenance coordination, inspections and rent collection.
• Rent protection & legal expenses: optional add-on providing guaranteed rent and eviction cover, subject to tenant referencing.
• Inventory & check-in/out: arranged through an independent inventory provider at a separate cost agreed in advance.

All fees are subject to VAT at the prevailing rate. Full details of our current fee schedule are available on request.

Under the Tenant Fees Act 2019, we do not charge tenants for viewings, tenancy agreements, referencing or inventories. The only permitted payments are the rent, a refundable tenancy deposit (capped at five weeks' rent for annual rents under £50,000), a refundable holding deposit (capped at one week's rent), and charges for tenant-requested changes or early termination as set out in your tenancy agreement.

Our sales commission is a percentage of the agreed sale price, confirmed in your agency agreement. The fee becomes due at exchange of contracts.

If a sale does not complete, no fee is payable unless we have introduced the ultimate buyer and the sale completes within the introduction period specified in your agreement (typically 6 months after the instruction ends).

All fees are subject to VAT at the prevailing rate.

We prepare property particulars based on information you provide and our own inspection. Under the Consumer Protection from Unfair Trading Regulations 2008 and National Trading Standards guidance, we are required to include material information that may affect a buyer or tenant's decision. You must inform us of any facts that could be considered material, including known defects, disputes, planning issues or restrictive covenants. Rentals & Sales cannot be held liable for information withheld by the vendor or landlord.

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.

Rentals & Sales holds Client Money Protection (CMP) insurance as required by law. This protects landlord and tenant funds held by us in the course of our agency business. A copy of our CMP certificate is available on our website and on request.

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. Rentals & Sales.CO.UK Ltd is registered with the ICO, registration number ZB624341.